Job Description
· Coordinate customer and support issues to ensure timely distribution of knowledge and provide expert, creative solutions to technical and business issues, driving customer satisfaction and productivity in a fast-paced corporate environment.
· Research, resolve, and respond to complex questions received via phone calls, emails, chat, and collaboration tools, providing support on the computing and collaboration environment, including the following systems, platforms, or technology:
o Coaching and development of tier 1 and 2 agents
o Troubleshooting of POS systems
o Troubleshooting of Network connectivity including Routers and Modems
o Providing agent feedback
o Performing QA to audit tickets and calls by the agents
o Taking call escalations
o Hands-on and/or remote Break / Fix support of desktop and laptop computing equipment and peripherals
o Hands-on and/or remote Break / Fix support.
o Support of Microsoft Wind...
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