CUSTOMER SUPPORT REPRESENTATIVE: LEVEL 1

Qualifications

Required Technical Skills:

• Operating Systems – Microsoft Windows 2000/XP/7/2003/2008/2012
• Software – MS Office Suite (Word, Excel, Outlook)
• Databases – SQL Server 2000/2005/2008/2012, Enterprise Manager, SQL Server Management Studio
• Basic Query knowledge and execution
• Remote Connectivity Software – Remote Desktop, PCAnywhere, DameWare
• Wireless equipment (802.11 radios)

Desired Technical Skills:

• Database Software Clients – IBM DB2, Oracle

Required Non-Technical Skills:

• Good verbal and written communication skills
• The ability to seek out creative & timely solutions
• The ability to learn in a fast-paced environment
• Interact professionally with customers and teams across ACSIS
• Be available to work holidays, evenings, and overnight shifts
• Be able to work independently
• Meet shift requirements dependably and reliably

Responsibilities

Open and track support cases reported by ACSIS Clients

Investigate support cases using ACSIS Customer Support resources

Strive for prompt resolution without the need for internal escalation

Identify issues that need to be escalated and work with ACSIS Support Levels 2 and 3 to resolve them

Follow up with clients and internal support teams on all open cases until issue has been resolved

Monitor and update support cases

Execute Operational Readiness Tests (ORTs)

Execute test scripts, submit defects, and re-test resolved defects

Aid in the configuration, repair process, and testing of software and data collection hardware devices