Job Description:
As a Customer Service Technical Support Analyst, you will work in contact center and remotely, providing technical support services to schoolteachers and staff as they set up and use our technology from initial startup, troubleshooting, and virus/spyware removal to resolution of software, hardware, printer, and network issues.
Responsibilities:
Troubleshoot and resolve software, hardware, printers, and network issues by listening to the user and asking appropriate questions to build a solution.
Log all calls using our in-house call tracking system, creating detailed, accurate entries and escalate when necessary.
Specify user problems and provide a detailed solution to resolve each issue.
Act as liaison for application problems between users and developers.
Assist in the collection of data for identifying user requirements that may result in future system development or training.
Keep current with the development of our ever-changing applications.
Document products, processes or problems in detail and suggest improvements or solutions.
Work with manager to investigate and implement ways of deflecting calls and increasing self-service.
Work occasional additional hours, 2nd shift, and/or weekends when necessary.
Work to perform other duties that may be necessary for the organization, including manual labor. (Staging materials, packing, inventory, delivery).
Projects – supports continuous improvement initiatives.
Other duties as assigned.
Experience & Skills:
Previous call center experience in a tech environment
Background in customer support (inbound call handling and ticket creation)
Verizon Wireless call center
Comcast call center
Ability/Availability to work various shifts
Strong knowledge/experience with Hardware troubleshooting (our customers primarily use HP laptops)
Performance issues
Mic/Camera issues/settings
Peripherals (mouse/keyboard, monitors etc.)
Knowledge/experience with Active Directory
Password Reset
Strong knowledge/experience of Home network troubleshooting
Knowledge/experience of Domain Environment network troubleshooting
Add/Remove printers/Scan folders
Strong knowledge/experience with Internet/Browser troubleshooting
Knowledge/experience with reimaging computers (pc)
Any knowledge/experience with Apple computers is welcomed
Experience with Remote Troubleshooting tools
Strong knowledge/experience of Google Apps
Experience with troubleshooting preferred
The hourly range for roles of this nature are $18.00 to $25.00/hr. Rates are heavily dependent on skills, experience, location, and industry.
cyberThink is an Equal Opportunity Employer.
