What are the responsibilities and job description for the Customer Service (Technical Support Administrator) position at DenkenSolutions Inc?
Currently, we are looking for talented resources for one of our listed clients. If interested please reply to me with your updated resume or feel free to reach out to me for more details at (949) 407-8576
Job Description :
The Service Desk Tech 1, School Technical Support will work in our Columbia contact center and remotely, providing technical support services to schoolteachers and staff as they set up and use our technology from initial startup, troubleshooting, and virus / spyware removal to resolution of software, hardware, printer, and network issues.
Service Desk Tech 1, School Technical Support Responsibilities :
Troubleshoot and resolve software, hardware, printers, and network issues by listening to the user and asking appropriate questions to build a solution.
Log all calls using our in-house call tracking system, creating detailed, accurate entries and escalate when necessary.
Specify user problems and provide a detailed solution to resolve each issue.
Act as liaison for application problems between users and developers.
Assist in the collection of data for identifying user requirements that may result in future system development or training.
Keep current with the development of our ever-changing applications.
Document products, processes or problems in detail and suggest improvements or solutions.
Work with manager to investigate and implement ways of deflecting calls and increasing self-service.
Work occasional additional hours, 2nd shift, and / or weekends when necessary.
Work to perform other duties that may be necessary for the organization, including manual labor. (Staging materials, packing, inventory, delivery).
Previous call center experience in a tech environment
Background in customer support (inbound call handling and ticket creation)
Verizon Wireless call center
Comcast call center
Ability / Availability to work various shifts
School Technical Support : (Start Date : ___)
We are open Mon.-Fri. From 8am to 6pm EST
Current Shifts
8am-4 : 30pm
9 : 30am-6pm
Strong knowledge / experience with Hardware troubleshooting (our customers primarily use HP laptops)
Performance issues
Mic / Camera issues / settings
Peripherals (mouse / keyboard, monitors etc.)
Knowledge / experience with Active Directory
Password Reset
Strong knowledge / experience of 'Home' network troubleshooting
Knowledge / experience of 'Domain Environment' network troubleshooting
Add / Remove printers / Scan folders
Strong knowledge / experience with 'Internet / Browser" troubleshooting
Knowledge / experience with reimaging computers (pc)
Any knowledge / experience with Apple computers is welcomed
Experience with Remote Troubleshooting tools
Bomgar
Strong knowledge / experience of Google Apps
Drive
Voice
Chat
Gmail
Knowledge of Zoom
Class
Experience with troubleshooting preferred
Experience with working remotely (work from home)
Must have a quiet place in the house / apartment
High Speed internet
About us :
At our organization, we take our mission and values to heart! We are on a mission to offer more and better jobs all over the world! Our goal is to care for you while you care for our clients and get you paid the highest pay possible. All our associates working with us are expected to embrace our RACE values : R - Results Matter, A- Approachable, C - Care, and E - Emergency i.e. work with a sense of urgency.
For more relevant job opportunities please visit our website : Denken Solutions Careers
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