Job Description :
Provide remote (offsite) technical service in order to solve various business systems and applications problems for customers, onsite engineering personnel and Authorized Service Providers on standard, specialized or complex systems.
Working independently while using standard protocol when needed to respond to customer issues. Moderate judgment is used to supplement the outlined process.
Successfully resolve moderate to more difficult technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems.
Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (for example warranty, enterprise and some mission-critical).
Proactively assist customers to avoid or reduce problem occurrence. ' Participates in projects for process or quality improvements.
Qualifications / Education and Experience Required.
2+ years’ of experience in service desk technical support or customer service roles.
High school education or equivalent.