Description: |
We are looking for full-time (limited), part-time, temporary employees and independent contractors to provide support to end users on a variety of issues. We have a variety of shifts and have the ability to allow employees/independent contractors to either work in our Cleveland Office or remotely from their home.
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Duties: |
Provide first level technical support to our client's end users via phone, chat, email, and web submission. Troubleshoot multiple computer platforms: Macintosh, Windows, and PDAs. Provide first level support for multiple enterprise applications including: e-mail, calendar/scheduling, word processing, spreadsheets, presentations, Learning Management Systems (Blackboard, WebCT, Sakai, etc.) Internet browsers; as well as department-specific specialized applications.
RESPONSIBILITIES:
1. Provides basic help desk support for problems and service requests related to hardware, software, connectivity and application support.
2. Acts as representative of technical services to its customers.
3. Conducts timely 1st level problem determination for incidents using documented procedures, and accurately documenting the issues using the appropriate tool(s).
4. Initiates, escalates or resolves problem tickets and/ or service requests. Troubleshoots and resolves technical problems, or escalates to support resources. Facilitates closure to problem ticket/ service requests while meeting or exceeding defined service level expectations.
5. Records problem symptoms and status information in a timely/accurate fashion using the appropriate tools in order to communicate with and properly utilize 2nd and 3rd level support resources.
6. Ensures customer satisfaction by responding to Service Requests through approved channels to the Help Desk in a timely, accurate, and professional manner.
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Qualifications: |
SKILLS
Excellent verbal, written and interpersonal communication skills
A+ or 1-2 year Help Desk and/or Customer Service experience.
Aggressive sense of urgency on speed and accuracy of work.
EDUCATION/TRAINING
High school diploma, GED, or Higher
Certificate in a related field
EXPERIENCE
Experience working in or supporting a call center or help desk environment.
Prior experience in supporting Higher Education software (Blackboard, WebCT, Peoplesoft, etc) is a plus
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