Technical Support II

Job Description

Apply basic enterprise diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures
Diagnose, identify, isolate, and analyze problems utilizing historical ticket records and knowledge base
Respond to customer support requests in a fast, efficient and friendly manner to maintain Service Level Requirements (SLRs)
Resolve customer incidents and requests if able or assign to higher tiers
Escalate complex problems to higher level of expertise within organization
Document all customer interactions within a ticketing system
Alert management to recurring problems and patterns of problems
Provide customers with a reference number for their incident/request

Qualifications

• REQUIRED EDUCATION AND EXPERIENCE
  • A High School Diploma or GED
  • 1-5+ years of related call center experience
  • USPV+ will be a requirement (equipment will not be shipped until this is completed during onboarding)
• MUST BE A US CITIZEN
• Exceptional customer service focus
• Ability to triage incoming requests, follow-up and escalate as needed
• Ability to follow documented processes, procedures, and policies
• Able to ensure a high level of user satisfaction
• Fluent in Microsoft Office suite, Windows 10, and Teams
• Knowledgeable in Microsoft Windows 11
• Works well independently and within a team
• Able to establish and maintain effective working relationships
• Strong oral and written communication skills

Desired Experience And Skills

• Experience supporting remote or onsite users
• Experience with Azure Enterprise Identity Management services
• Experience utilizing ServiceNow or similar ticketing system for Incident, Problem, and Change Management