First Level Phone Support Resource (Morning Shift & Day Shift)
The Solutions Center Specialist provides first level support to clients, ensuring excellent customer service, and proper use of Solutions Center tools for maximum benefit.This is a 24x7 operation. Responsibilities: Deliver high quality customer service and technical support to our US and Global internal clients. Resolve technical issues and answer queries surrounding computer hardware, software, network, and telecommunications systems that originate by telephone, voice mail, or e-mail . Record, maintain and update records in the Incident Management system. Performs analysis of problems and assist with corrective action to restore functionality. Work with technical or development staff to resolve recurring problems and issues with applications and/or products. Document and submit problem resolutions to the Solutions Center knowledge database in order to assist other Help Desk personnel with problem resolutions. Provide occasional Off-Hours/On-call support. Follow documented processes. Escalate issues as appropriate. Shift: First 7AM - 4 PM / 10 AM - 7 PM Min Requirements: Technical Qualifications: Proficiency in supporting the following products. Microsoft XP Operating System. Microsoft Office Suite (especially Outlook Email and Calendars). Desktop and laptop hardware. Remote computing including; VPN, Citrix, Terminal Server and Broadband. Experience AVAYA Phone System and Service Now problem tracking tool, is a plus!. Non-Technical Ideal candidate will have a High school diploma or equivalent with a Qualifications Minimum of 2 years of customer care experience, preferably in a call center or help desk environment Financial services industry experience preferred Must possess strong: Customer service skills. Analytical and problem solving skills. Follow-through skills. Phone skills and the ability to project professionalism, courtesy, tact, diplomacy, discretion and sound judgment. Verbal and written communication skills. Must be able to: Multi -task and focus on numerous tasks/assignments. Work in a fast paced, team oriented environment. Must be: Client focused. Highly motivated and multi-task oriented. Detail oriented. _____________________________________________________________ QUANTRONIX INC. Quantronix is a global provider of Staff Augmentation, Executive Recruiting, Business Consulting, Software & Product Development, and IT-enabled Services. Founded in 1982 as a US-based consulting company, Quantronix has grown to have a truly global footprint. The Professional Services Division is one of our oldest and strongest divisions specializing in providing IT professionals for contract, contract-to-hire, and full-time positions. Our growing talent base of employees ranges from business experts to technology gurus. Quantronix clients span the breadth from Fortune 500 companies to start-ups on the "bleeding edge" of technology. We have special expertise in Financial Services, Banking & Insurance (FSBI), Manufacturing, CPG & Hi-Tech, Hospitality, Travel & Logistics and eLearning & Publishing as industry verticals. We invite you to search our jobs database for exciting career opportunities available with our many clients.
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