Associate Technical Phone support rep
Associate Technical Phone support rep dallas, TX This job includes 100% phone support. The qualified candidate is responsible for listening to Customer concerns, identifying and resolving a myriad of complex technical issues. The qualified candidate must be highly productive and self motivated. Additional responsibilities include: using identified troubleshooting resources and knowledge management systems; logging all calls into our ticket tracking system (Remedy); escalating to second level support groups when necessary to maintain the service level agreement. The qualified candidate must be punctual; able to work in a stressful environment; Excellent Customer Service skills and attitude; ability to work with Customers at multiple levels (Leadership and Non-Leadership); Ability to work well in a Team environment; adept at learning the latest technologies related to software and hardware; ability to lift up to 50 lbs or more periodically; able to bend, stoop, kneel, or sit for an extended period of time. Must have the basic knowledge and ability to maneuver within the following operation systems (Windows NT, 2000, XP & 7); Some experience doing registry edits with the Windows environment; and basic knowledge and experience supporting Microsoft operating environments (non Server). Technical Skills Operating Systems: Windows2000/XP/Vista/7/OS for Macintosh Network Topology: LAN/WAN, TCP/IP Protocol; ID administration within Active Directory Microsoft System Center Configuration Manager (SCCM) Mobile device support (Blackberry, iPhone, PDA's, iPad, Droid) MS Office Suite 2003 & 2007: Word/Excel/PowerPoint/ MS Outlook PC Hardware: monitors/video cards, keyboards, mice, printers/printer drivers, NIC cards/Hubs/Jet directs, network printer and print queue administration Use of Ticket Tracking Tools (Remedy) Knowledge Management Tools Remote access tools Wireless configuration and troubleshooting VPN connectivity - Citrix Non-Technical Skills Excellent Customer Service skills - Call handling skills (active listening, voice tone, understandable explanations, etc.) Flexibility to participate and adjust when needed in a 24/7 shift work environment is a must Ability to type 35-40 wpm Ability to work in a Team environment by promoting cooperation and Team effort Effectively copes with stressful situations and easily adapts to an ever-changing work environment Ability to prioritize multiple input channels and achieve exemplary results Consistently punctual and prepared prior to scheduled shift Excellent communication skills - verbal and written Excels in 'outside of the box' thinking while exploring all available resources Manages time efficiently and with little oversight or supervision Airline background and a basic understanding of airport operations and airline codes Addition Skills/Certifications Excellent verbal, written and Customer Service skills Ability to participate and fulfill 24/7 shift work Ability to type 35-40 wpm Use of Ticket Tracking tools Airline background and a basic understanding of airport operations and airline codes A+(preferred but not required)
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