Customer Support Technician Associate

Job description

We are looking to hire two (2) direct hire, fixed-term Customer Support Technicians. These roles have an expected timeline of about 8 months and may be extended depending on workload and performance evaluations. Job Summary: Under direct supervision, provides technical advice, guidance and formal or informal training to customers using hardware and software programs. While building a general understanding of services provided and departmental functions, helps colleagues troubleshoot and restore service or gather and document information for next level support. Helps perform root cause analysis and develop checklists for typical problems. May assist in recommending procedures and controls for problem prevention. Contributes to maintenance of knowledge database and call tracking database to enhance quality of problem resolution. May request procedures (or changes to procedures) for problem prevention and control. Works in a team setting, sharing information and assisting others with calls. Essential Functions: - Working with direct supervision, in a fast-paced, changing environment, and while meeting or exceeding the defined levels for service and customer satisfaction, serves as the...