Customer Support Technician

Job Title : Customer Support Technician

Location : Tallahassee, FL

Duration : 12 Months

Job Description :

Responsible for Tier I IT call center customer service support. Diagnoses and resolves problems using documented procedures and checklists in the performance of most responsibilities. Enters call data into a tracking system. Escalates problems to higher level technical support professionals when necessary. Assists in the resolution of application and software problems.

1 to 2 years of Customer Call Center work experience. 1 year of computer software, account password reset, and network connection troubleshooting work experience a plus.

The submitted candidate must be able to perform the following duties and / or tasks :

1. Provide support for customers remotely with password or access issues.

2. Documents work performed and resolution(s). Identify, analyze and resolve problems and issues through the use of troubleshooting tools and techniques as well as teamwork.

3. Support customers in ISA Utility with role assignment, account activation, and password reset.

4. Maintain up to date customer and technician information in ITSM ticketing system

5. Manage incoming requests from customers and generate ticket in ITSM ticketing system for resolution or escalation to additional IT teams.

6. Work with the team to maintain central hub of communications for the agency.