Job Description
Offer support and technical assistance to external customers and internal company users who are using a wide variety of software and hardware, or other computer systems and need help troubleshooting problems through diagnostic tests and remote access to their computers. This position will also function as a customer service triage person during hours when the Customer Service department is not online. This position will create many reports through processes that are documented and deliver them to the appropriate people.
Job Responsibilities
Communicating with people via phone, email, and instant messaging, and understanding their needs and various systems enough to run through documented troubleshooting steps and able to search the internet and/or documentation for solutions and to know when to escalate. Understanding the basic purpose and functionality of a ticketing system.
Job Requirements
Strong Computer Skills and the Ability to Troubleshoot and Diagnose Problems, Good Customer Service Skills, Ability to Communicate Effectively to help customers fix their issues and feel satisfied with the experience, Writing and Editing Skills to aid in writing and updating manuals, Education in Computer Repairs and how to Troubleshoot Problems.
Any former IT experience, degree from a university or technical school. Experience with the ServiceNow platform. Experience is recommended but not required.
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