Customer Support Tech

philadelphia, Pennsylvania

Our client is seeking a Customer Support Tech to join their team in Philadelphia, PA.

Responsibilities

  • Contribute to the IT Support job family in a support capacity
  • Provide guidance, assistance, coordination and follow up on client questions, problems or malfunctions of all systems applications, hardware and software installed or maintained by IT
  • Respond to telephone inquiries concerning support, processing or request procedures, systems status and network connectivity, and a variety of hardware and software problems of all installed application hardware and software products supported by IT
  • Record inquiries, repair and service requests, resolves or directs requests to appropriate technical area or vendor, tracks status and follows up to ensure client satisfaction
  • Escalate to or consults with senior staff when solution is unclear
  • Report problems with procedures and makes suggestions for improvements
  • Complete output (documents, analyses, product) in specific work area to appropriate time and quality targets
  • Work under own initiative, prioritizes own work, and meets agreed timescales
  • Work is subject to frequent review by more experienced professionals in IT Customer Support
  • Understand customers’ issue and demonstrates real concern
  • Respond quickly and resolves problems related to technology usage
  • Establish credibility quickly by following up and taking initiative
  • Probe and uncover customers’ underlying issues
  • Define problems quickly and resolves majority of issues within specified timeframe
  • Deliver “just-in-time” training over the phone
  • Share knowledge and offers assistance to team members
  • Identify and take initiative to implement improvement opportunities

Qualifications

  • 1+ years customer service experience, preferably in a call center environment
  • Aptitude for, and interest in, learning new technologies
  • Strong communication skills
  • Possess insatiable appetite for learning, continuously pursues new learning that add value to the team’s knowledge base
  • Knowledge of MS Office Suite
  • Knowledge of Windows Operating System

Job keywords:

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