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Job Information
Job title

Technical Support

Company Hunter Technical Resources
Wage between $0.00 - $0.00 Annually
Location United States, North Carolina, Charlotte
Employment type Full Time
Education Not Specified
Year Experience 4 - 5 Years of Practical Experience
Travel Not Specified
Published on 10/15/2009
Description
Technical Support Analyst


1. JOB DESCRIPTION

The Support Associate is the first point of contact for our customers needing support for products and service provided. The Support Associate is be responsible for tracking and communicating the status of support requests and issues and the delivery and quality of several products through various tools.

2. RESPONSIBLITIES

The Support Associate will:

* Monitor and acknowledge alerts generated by the physical/environmental, network, and server management systems.

* Answer customer inquires, either via phone or email, in a timely, courteous, and professional manner.

* Respond to events according the appropriate response protocol or as otherwise instructed

* Continually confirm proper operation of monitoring tools

* When required, escalate events in a timely manner to the appropriate individual according to documented escalation procedures

* Track issues using trouble ticketing system and follow issues to resolution or provide hand off to succeeding Support Associate

* Communicate the status of support requests and issues to the appropriate parties

* Assist with the training of other associates

* Other duties as assigned

3. QUALIFICATIONS

The Support Associate must be able to:

* Communicate clearly both orally and in writing

* Relate in a positive professional manner with customers and coworkers

* Interact well with different personalities

* Represent the client courteously, professionally, and effectively even under extremely stressful conditions

* Make decisions and judgments based a choice of standard procedures

* Analyze problems and make decisions and judgments based on precedent

* Demonstrate analytical problem solving, decision making, and judgment skills

* Demonstrate the ability to prioritize assigned tasks and determine when to escalate issues based upon severity level

* Demonstrate proficiency in operating a personal computer

* Demonstrate proficiency using common software programs like Microsoft Word, Outlook, Excel, etc.

* Demonstrate basic understanding of networking, server administration, and the Internet

Education, Experience, Training:

* High School diploma or equivalent

* Experience in customer service environment

* Experience supporting a technical product

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Experience/Skills
See Above
 
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