Customer Service Representative (Advanced)

Under general direction, implements and supports local area network (LAN) and campus area network (CAN) hardware and software. Analyzes customer workflow and procedures to recommend operational support tools and technologies to satisfy customer needs. Ensures workstations/server data integrity by evaluating, implementing and managing appropriate software/hardware solutions. Acts as a liaison between the customer, suppliers, and other technical groups to resolve network and hardware problems. Analyzes performance problems and recommends solutions to enhance functionality, reliability and/or usability. Participates on project teams in the implementation of new/upgraded designs. Implements operational support standards and procedures relating to change management, performance management, and security. Recommends changes and improvements to existing standards. Ensures data/media recoverability by implementing a schedule of system backups, and database archive operations. Develops site administration documentation. Provides user orientation on hardware, software and network operations. Keeps abreast of emerging operational support technologies and industry trends.

Providing prompt and accurate VIP technical support ensuring the highest level of customer satisfaction and adherence to Service Level Agreements (SLAs); desk-side Windows 2000 workstation support in a networked office environment to include MS Office and Outlook configuration and troubleshooting support; software installation and configuration support; new user set up, printer and network file share configuration and troubleshooting; peripheral installation, configuration and troubleshooting; computer and user moves, adds, and changes; operating system and base software installation. CSR ADV will be responsible for providing desk-side support for senior/executive customers, coordinating and mentoring 1-5 Junior CSRs, reviewing VIP trouble ticket queues, documenting support and diagnostic activities, escalating problems as required, accurately and effectively tracking all assigned trouble tickets to closure, assisting the trouble ticket queue manager with ticket management and tracking, and prioritization of assigned tickets to ensure problems are addressed and resolved within allotted SLA performance windows. .