Randstad TSS-Level 1 Help Desk Support-MST (5695629) in Pittsford, New York
TSS-Level 1 Help Desk Support-MST (5695629)
Thursday, October 13, 2016
Technical Support Specialist - Rochester, New York
Provide technical support via telephone and email to customers. Work to retain and encourage increased business from customers by efficiently and courteously satisfying the customer s needs on an ongoing basis.
Responsible for answering incoming phone calls, emails, and other inquiries into the Technical Support Center.
Technician will clearly identify and document the problem summary and description as described by the customer as well as record the call details in the CRM tool following the documented processes.
This will include step by step results of the troubleshooting performed, as well as all customer statements of importance, and any supported documentation.
The Technician will utilize the provided tools to research problems for known and existing solutions.
Technician is required to follow documented processes to ensure callers are certified as outlined in the certification program and have current qualified support agreements in place.
Assist with testing on new/existing products.
Travel to customer site required as needed.
The Technician will continually utilize the operations board to assess daily performance. They will work with management to dynamically adjust priorities in order to provide the best possible service levels while maintaining and improving established service levels.
The Technician will adhere to all Corporate guidelines, rules and policies. The Technician will be required to complete all ethics requirements as set forth by company policy and other mandated tasks as outlined by Management. This includes the attendance of all hands meetings, team meetings, skip levels, and other meetings requested or required by Management.
The Technician is required to be available (ready) to take calls at all times unless time is authorized to be off the phone.
Technicians will be required to attend training as needed. Training will include but is not limited to:
Product training, Industry Training
Ad-hoc trainings offered such as Customer Care, PFT objectives training, Troubleshooting, etc.
Qualifications Required Qualifications:
2 years experience in customer service and/or technical help desk
Candidate must have experience working with currently supported operating systems
Understanding of basic AC and DC circuitry and electronics
Comprehensive understanding of current network topologies and protocols
Knowledge of SQL database engines
Previous experience in Access Control, Video, Intrusion and related technologies
Excellent listening, verbal, and written communication skills
Professional telephone manner and outstanding customer service skills
Must have the ability to multitask and work independently
Must be detailed oriented in order to effectively resolve technical customer issues
Must be enthusiastic, self-motivated and demonstrate excellent problem solving and decision making skills
Ability to meet tight deadlines and adapt to change
Excellent interpersonal skills, ability to work well with customers, peers, management and other departments
Ability to take instruction and follow established disciplines
- Bi-Lingual English, Spanish, French and Portuguese proficiency is preferred.
High School Diploma/GED minimum with a minimum 4 years of related experience
Associates degree in Computer Science, IT, or electronics (preferred)
Technical certifications such as Net+/MSSQL/MCP/MCSE/MCDBA (preferred)