Lead Customer Care Technician
California Institute of the Arts · Valencia, California, US
Description SUMMARY This is a Tier 1-2 support position and information technology generalist who directly supports our user-base. This position is responsib...
Job description
Description SUMMARY: This is a Tier 1-2 support position and information technology generalist who directly supports our user-base. This position is responsible for handling daily traffic of incoming technology problems and questions via telephone, e-mail, ticket system, and face-to-face interaction. The Lead Customer Care Technician is a frontline position that utilizes his or her intimate knowledge of computing systems to identify problems and draw valid conclusions through logical reasoning. ESSENTIAL JOB FUNCTIONS: - Provides technical support while delivering exceptional customer service. - Mentors the Customer Care Technician positions. - Creates, updates, prioritizes, and tracks customer problems using a ticket system. - Resolves problems in person, telephone, email, or through a remote support session. - Resolve simple and complex problems in a timely manner with assistance from the Director of Customer Engagement, Infrastructure Operations or Enterprise Apps if necessary. - Perform general maintenance tasks, customer account management, troubleshoot and repair of computer systems, and applications and peripheral equipment maintenance throughout the Institute. - Keep up-to-...