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Hardware Technical Support I

Glastonbury, CT 06033

Posted: 02/25/2020 Industry: Customer Service Pay Rate: $18.00/Hour

Job Description

Provide excellent phone support to customers who have questions/issues about our software, assist our sales team with questions from potential customers and to help internal employees with IT-related needs as necessary. Experience with IIS and SQL Server is a plus, but not mandatory.

Job Requirements

  • Provide first contact for incoming customer calls.
    • Answer & log incoming customer calls to avoid calls going to Level Two or VMail.
    • Develop working knowledge of phone system & call tracking software.
  • Provide accurate, prompt & courteous response to customer inquiries.
    • Attending company provided training sessions.
    • Reviewing various training material as available (Manuals, on-line tutorial, bulletins, working in Sample data, etc.)
    • Completing self-paced, PC based training material.
    • Measurement: Knowledge level will be gauged by the successful completion of PC based & "hands-on" tests administered by either the appropriate Support Lead or the Training Coordinator.
    • Target resolution of 85% of calls on first contact with customer.
    • Develop working knowledge of E2 software as detailed in the CSR Knowledge Requirement Summary by:
    • Call customers back within one hour that had to leave message in VMail per documented call flow procedures.
    • Successfully close 10 to 30 calls per day.
    • Maintain 30-45 minute time limit whenever possible
    • Attend periodic customer support training sessions pertaining to areas such as phone etiquette, troubleshooting skills, etc.
  • Forward calls that require in-depth analysis to Level Two Analysts.
  • Escalate calls requiring data or other in-depth analysis for review to Level Two to avoid delays in call resolution.
  • Calls not resolved on first contact should be forwarded to Level Two if not resolved within 2 business hours.
    • Forward requests for Custom Specials Custom Dev Coordinator.
      • Be familiar with procedures dealing with custom specials.
      • Gather & forward information for special reports and EXEs.
      • Request marked-up email/fax.
    • Provide prompt and courteous responses to the sales team and/or directly to a prospective customer.
    • Provide prompt & courteous responses to employees with IT-related needs.

Meet Your Recruiter

Kathi Wright
Sr Account Manager

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