Job Description

Principal Duties and Essential Functions

  • Manage and prioritize technical tickets to meet agreed target resolution times
  • Provide a professional and courteous customer service experience
  • Set customer expectations based on agreed processes
  • Manage multiple issues simultaneously in environment where change is commonplace
  • Make follow-up calls to clients on escalated technical issues and system status updates
  • Utilize interpersonal skills to build strong relationships
  • Log/document all interactions and issues efficiently
  • Determine source of problems (hardware, software, user, etc.) & advise on resolution
  • Provide technical support, to include training, to end users
  • Assist in resolving issues with Internet Service Providers
  • Document issues by creating and/or contributing technical content
  • Enhance procedures and policy documents for functions within the T...

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