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Provides customer technical phone support by collecting trouble tickets, analyzing issues, carrying out solutions, escalating issues, and tracking to completion. The preferred candidate must be able to communicate problems/issues to customers in a non-technical manner. The preferred candidate must have excellent verbal skills in order to explain directions and provide basic communication to the customer in a clear and concise manner. The preferred candidate must have strong customer service and troubleshooting skills. The candidate must be able to work as a team member independently. This is a call center that operates 24x7, candidate must be flexible with possible shifts.
The preferred candidate will be subject to written and scenario based testing in: Customer Service, Microsoft and Mac proficiencies.
Must be composed in the face of client distress and hostility. Must have excellent verbal communication skills. Must be punctual.
AVAYA ACD Call Routing System or equivalent Required 1 Years 2 - Proficient
Basic hardware/Printer/Application support, installation & troubleshooting Required 18 Months 2 - Proficient
Basic troubleshooting skills for XP and Mac environment Required 1 Years 2 - Proficient
Bomgar Remote Control or equivalent Remote Control software Required 18 Months 2 - Proficient
Call Center Operations experience Tier 1 phone support Required 3 Years 3 - Expert
Customer Service skills Required 3 Years 3 - Expert
Hands-on experience w/AD or equivalent for pwd reset, acct creation, etc. Required 2 Years 2 - Proficient
Help Desk or other related IT support experience Required 2 Years 2 - Proficient
Mac for Office and/or iWorks Required 1 Years 2 - Proficient
Mac OS X in a support and troubleshooting role Required 1 Years 2 - Proficient
Microsoft's XP operating system, basic configuring and troubleshooting Required 2 Years 2 - Proficient
MS Office 2007 and 2010 product suite support, troubleshooting, etc. Required 2 Years 2 - Proficient
Remedy Call Tracking System or equivalent Required 1 Years 2 - Proficient
Parallels/Boot Camp/Fusion or other VM software Highly desired 1 Years
Candidate must be willing to work, assigned shifts in a 24x7 environment.
All Candidates interviewed are required to take and pass technical exam