Customer Support - Unresearched

WorkAtHomeSpace · Posted: Thu Aug 07, 2008 5:49 pm Post subject: Customer Support - Unresearched

Unresearched

- Receive phone/email/chat request from customers across the country
- Enter tickets into Help Desk ticket tracking system
- Diagnose and resolve difficult problems in the area of hardware,
applications, and operating system
- Escalate and dispatch service as directed by established procedures
- Keep users informed as to the status of open calls, per established
procedures
- Escalate complex problems to next level of support as directed by
process and clients
- Ensure service calls from customers are resolved accurately and in a
timely fashion, with emphasis on customer satisfaction
- Perform reporting related to Help Desk activity
- Assist level 2 support groups in performing more complex level tasks
- Track and update all trouble tickets while following up periodically
with involved users and Product Development staff
- Monitor and resolve all help desk exceptions
- Assist in developing and updating department administrative duties

Candidates should possess the following:
- Demonstrated experience in IT Support
- Excellent verbal, written skills
- Ability to prioritize tasks by business need in a timely fashion
- Technical customer service experience and/or strong customer service orientation
- Strong experience in help desk support
- Strong decision making and problem solving skills
- Strong organizational skills with emphasis on detail and follow-up
- Associates Degree or Equivalent work experience

Preference given to candidates with the following:
- Knowledge of Automobile industry, specifically with Auto Parts and Recycling
- Fluent in Spanish

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