Description :
Assisting and supporting end-users with technical issues and questions related to hardware compute, network and storage systems via multiple support channels including ServiceNow and Jira tickets, phone, email, chat sessions, and other communication methods available.
Applying basic troubleshooting, issue isolation & diagnostic techniques to identify technical problems, investigate causes, and recommend solutions, or escalate tickets in accordance with existing SOPs, work instructions & knowledge articles.
Internal facing to create, track and escalate tickets to pull in engineers to solve customer challenges.
Order and track replacement parts. Maintain spare parts inventory.
Success will be measured through satisfactory attainment of customer service level agreements.
Responsibilities :
- Ability to effectively communicate and answer customer inquiries.
- Provide exceptional customer service and resolutions in a time-efficient manner.
- Excellent problem-solving skills.
- Active listening and strong communication skills.
- Ability to adapt and work well in a call center environment.
- Resolve customer challenges and provide accurate and definitive information
- Apply deep and broad technical background and knowledge of industry trends to operate several critical or high risk technology areas / customer groups.
- Integrate technical knowledge and business understanding to create solutions for customer.
- Mentor / consult with team members, other organizations, customers, and vendors on complex issues.
- Act as a consultant in service delivery business, technology, industry or specific application.
- Resolve technical and some business incidents independently.
- Mentor / assist less-experienced team members on complex incidents.
Knowledge and Skills :
- Direct, call center experience, 2+ years.
- Fluent in English, both written and verbal.
- Technologically savvy, excellent use of systems.
- Quick learner.
- Excellent communication skills, verbal and written.
- Experience with ServiceNow, Nlyte and Jira a big plus
- In-depth knowledge of company and industry standard networked computing environments, operating systems, and applications.
Note : Any pay ranges displayed are estimations which may have been provided by job boards. Actual pay is determined by an applicant’s experience, technical expertise, and other qualifications as listed in the job description.
All qualified applicants are welcome to apply. Employment Pre-requisites
The following requirements must be met to be eligible for this position : successful completion of a background investigation, and drug urinalysis.
SOC, a Day & Zimmermann company, is an Equal Opportunity Employer,
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