Company or Recruiter:
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Next Step Systems
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Industry:
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Hardware
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Function:
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Technical Support
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Location:
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Boulder - Longmont, CO
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REF Code:
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Position Level:
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Experienced
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Position Type:
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Full Time
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Salary:
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No Preference
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$30-32K
Job Description:
Shift (Tues- Sat, Alt Wed, 10am-7pm)
$30-32K
Shift (Tues- Sat, Alt Wed, 10am-7pm)
Respond to ACD, email, and tickets following documented processes.
???????????? Answer inbound non-critical phone calls and maintain call statistics.
???????????? Follow Call Process.
???????????? Open changes as appropriate
???????????? Open problems as appropriate
???????????? Process e-mail queue throughout the day & maintain e-mail statistics.
???????????? Monitor ticket queues and route as appropriate
???????????? Follow e-mail process.
???????????? Log all emails
???????????? Open changes as appropriate
???????????? Open problems as appropriate
???????????? Security resets
???????????? Portal administration
Assume the role of problem owner & notification for service requests.
???????????? Ensure timely, accurate and complete data entry in changes and problems
???????????? Review and follow-up on outstanding requests.
???????????? Provide regular feedback to the client on their outstanding requests.
???????????? Report process failures to your manager.
???????????? Manage client communications and set appropriate expectations.
???????????? Escalate issues as needed.
Qualifications :
Must Requirements (including any physical requirements) are as follows:
???????????? College degree or equivalent work related experience with a minimum of H.S Diploma or GED required.
???????????? Desire to provide the highest levels of service to customer
???????????? Demonstrable experience providing a high level of customer service in a pressurized environment
???????????? Prior call center experience desirable
???????????? Prior technical support experience desirable
???????????? Cheerful and enthusiastic
???????????? Good communication skills, verbal and written
???????????? Good problem solving / decision making skills
???????????? Good PC skills, word processing, spreadsheets
???????????? Capable of adhering to a 15 minute response SLA
???????????? Demonstrate the capability to perform fast and accurate data entry for trouble-ticket input from similar prior experience.
???????????? Leadership positions in extra curricular or community service activities desirable.
???????????? Ability to learn quickly and develop new product skills independently
???????????? Experience managing multiple projects and shifting workloads in a fast paced environment
???????????? Prior customer service or quality awards desirable
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Contact:
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Mike Stapinski
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Phone:
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630-428-0600
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Fax:
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E-mail:
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jobs@nextstepsystems.com
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URL:
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Next Step Systems
Next Step Systems is a recruiting firm specializing in permanent employment of Information Technology (IT) Professionals. We work with candidates and jobs at all levels. We are currently working on 200+ full-time technical positions nationally. We're a Chicago based Technical Employment Service that has computer job openings across the country.
Here is a partial list of recent positions and titles:
Programmer Developer
Business/Systems Analyst
Quality Assurance
Database Administrator
Datawarehouse
Data Modeling
LAN, WAN and SAN Administrator
Network Engineer
Systems Support
Technical Sales
Sales Support Engineer
Account Manager
Project Leader
Manager
Director
VP
CTO
CIO
If you are on the job market and have technical or computer skills, please send your resume with salary expectations to jobs@nextstepsystems.com.
We are Information Technology recruiting specialists, providing a personalized service to fit the changing needs of our job seeker clients and our employer clients. From technical jobs in Chicago to network jobs in Philadelphia and Denver, we have been successful. Visit us on the web at http://www.nextstepsystems.com.
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