Description

• Providing technical support to customers, troubleshooting hardware and software issues by phone.
• Respond to questions from callers and remotely assist with technology problems.
• Follow standard operating procedures; accurately logging all help requests using call tracking software.
• Accept general responsibility for maintaining software/hardware installations within corporate policies.
• Escalates incidents to a higher level technical support group only when necessary.
• Conducts customer satisfaction call-backs and ensure that all resolved tickets are closed.
• Facilitates and carries out communication of service outages, both planned and unplanned.
• Provides support to end users on a variety of issues.
• Identifies, researches, and resolves basic technical problems.
• Documents, tracks and monitors the problem to ensure a timely resolution.
• Travel is required
• All other duties assigned by the leadership team.

• High School diploma or GED with 1-4 years of IT related experience.
• Must be able to work evenings and weekends as part of a rotating schedule and/or as dictated by business needs. Team hours of operation are 7am to 9pm Mon – Fri, 7am to 8pm Sat, 10am – 6pm Sun.
• Customer service, Service Desk or Help Desk experience in a corporate environment is a plus.
• A , Network , MCP or MCSA Certifications is a plus but not required.
• Experience in pawn, loan, banking, or consumer finance preferred
• Basic knowledge of business standard software: MS Office, O365, Anti-virus, Windows 7, Windows 10, and VPN.
• Basic hardware troubleshooting and repair of desktop PCs, laptops and PC peripherals
• Knowledge of basic network concepts and technologies as well as remote support of Network and POS systems.
• Availability for occasional business travel preferred