Technical Client Support
Job Summary
Answers incoming phone calls regarding software queries, resolving problems over the phone or forwarding concerns to appropriate department. Utilizes excellent customer service in all user interactions.
Essential Duties and Responsibilities
- Questions users to obtain appropriate information to properly diagnose user problem
- Applies understanding and knowledge of information systems products and services to assist internal users on routine matters
- Services all users with superior customer service standards
- Utilizes prescribed problem solving procedures to determine first step resolution based on nature of user issue (e.g., escalate to other personnel or management)
- Instructs users on operating basic software features
- May research situation to provide expedient resolution as necessary
- Follows through to resolution with management and user on request status; keeps user abreast of status of request
- Document all help desk activity and identifies repeat patterns which may need to be addressed through an alternative process
- Update established policy and procedure documentation
- Makes recommendations to changes in procedural of problem reporting and resolution as appropriate
Qualifications
- Excellent problem solving skills with strong attention to detail required
- Strong communication skills, with demonstrated ability to facilitate an exchange of information
- Customer services focus in a team environment a must