Help Desk Technician

Position Summary :

The Tier 1 Technical Support Technician receives calls and emails from customers concerning problems with various hardware and Xpient Software systems. Each call and email received will have a case opened, be documented in our call tracking system, and quality service offered on every action taken within established parameters. The CST is responsible for resolving all issues presented in a “first call resolution strategy” and escalating Severity 1 issues as necessary. We promote a team environment and have built a culture around open communication, knowledge transfer, and continued education about our products as well as other types of technology.

Responsibilities :

80% Resolve Computer Support Problems

This position is responsible for providing world-class service to our customers in an accurate, efficient, and professional manner. This position responds to routine and complex customer inquiries via the telephone and e-mail. Primary focus is on providing assistance and advanced trouble-shooting regarding service delivery, installation, outages, component level problems, and other technical issues. The position requires in-depth knowledge of each service offering and specializes in one or several areas of Point of Sale (POS) products. Due to complexity of issues and possible sources of problems, the position requires frequent research, exhaustive troubleshooting, and customer follow-up to ensure proper resolution. Interactions with customers must be well documented in the Case Management System. This position is responsible for, efficiently working cases and resolving issues, escalating appropriate cases to fix customers problems in a timely manner, and following up on issues to ensure timely resolution. Role is responsible for identifying trends both within the solution and with clients, reporting on the trend where appropriate, and providing supporting data.

10% Training and Quality Improvement

• Maintain in-depth knowledge of HD supported products and services.
• Work with the Information Technology team to identify available Help Desk training that will enhance and improve computing support delivered to customer.

10% Help Desk Documentation, Records and Procedures

Experience and Skills Required :

Performs all duties and responsibilities in a timely and effective manner in accordance with established company policies to achieve overall duties of the position. Maintains favorable working relationships with all other company employees to foster and promote a cooperative and harmonious working climate, which will be conducive to maximum employee morale, productivity and efficiency / effectiveness.

Customer Service Skills :

Support / Admin Skills :

Job Requirements

Required Education and / or Experience :

Preferred Education and / or Experience :

Shift :

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