Help Desk Technician

Job description

Position Summary: The Tier 1 Technical Support Technician receives calls and emails from customers concerning problems with various hardware and Xpient Software systems. Each call and email received will have a case opened, be documented in our call tracking system, and quality service offered on every action taken within established parameters. The CST is responsible for resolving all issues presented in a “first call resolution strategy” and escalating Severity 1 issues as necessary. We promote a team environment and have built a culture around open communication, knowledge transfer, and continued education about our products as well as other types of technology. Responsibilities: 80% Resolve Computer Support Problems This position is responsible for providing world-class service to our customers in an accurate, efficient, and professional manner. This position responds to routine and complex customer inquiries via the telephone and e-mail. Primary focus is on providing assistance and advanced trouble-shooting regarding service delivery, installation, outages, component level problems, and other technical issues. The position requires in-depth knowledge of each service offering a...