Tech Support Rep 2 at Wichita

Job Description

Dimension & Scope:

Provide basic to complex technical support to client customers while working under general supervision and following standard procedures and written instructions to accomplish assigned tasks. Assist external/internal users of the clients technical products or services by answering questions and solving problems involved in their use. Typically supports IT hardware and software products. Support is primarily related to external clients. Solid knowledge of the organization; products; and/or services is required. Respond to customer inquiries by referring them to published materials; secondary sources; or more senior staff; if applicable. Serve as a resource to other support personnel. May support more than one client product line.

Principal Duties and Responsibilities:

Provide basic to complex technical support via phone, live (chat), or e-mail by determining the best support options which may include personal ownership until the completion of the case, requesting external support and/or escalating the case to a higher level technical support representative.

Apply existing technical skills and begin to develop advanced skills using tools and equipment appropriate for the position or specialization.

Troubleshoot simple to complex hardware and/or software issues

Follow appropriate escalation path to resolve technical issues from customers

Assist external users of the clients technical products or services by answering questions and solving problems involved in their use.

Identifies, investigates and researches user questions and problems, and may refer to technical, professional or service personnel for follow-up, as appropriate.

Respond to basic to complex inquiries of a technical nature through case management.

Handle problem resolution which may require follow-up and/or escalation to a higher level of expertise.

Develop subject matter expertise in area of assignment

Respond to voice mail messages from customers other parties in timely manner

Make follow up outbound calls to customers, other parties as a part of case resolution process

Greet customers in a courteous, friendly, and professional manner using agreed upon procedures.

Listen attentively to customer needs and concerns; demonstrate empathy.

Clarify customer requirements; probe for and confirm understanding of requirements or problem.

Meet customer requirements through first contact resolution.

Confirm customer understanding of the solution and provide additional customer education as needed.

Prepare complete and accurate work and update customer file.

Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests.

Effectively transfer misdirected customer requests to an appropriate party.

Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.

Participate in activities designed to improve customer satisfaction and business performance.

Answer questions independent of decision-support tools.

Offer solutions to issues that may be non-standard/non-routine and require extensive clarification.

Maintain broad and in-depth knowledge of client products and services.

Attend training sessions on new products and/or updates ad required

Assist Technical Support Representative 1 with inbound calls when necessary.

Education & Professional Certifications:

High school diploma or equivalent experience

Associates Degree in related technical discipline, or

External hire with one to two years relevant experience, or

Internal hire with a minimum of six months tenure working within an applicable technical support program

One or more technical certifications: i.e., Cisco Certified Design Professional (CCDP), Cisco Certified Network Professional, Cisco Certified Network Associate (CCNA), Microsoft Certified Systems Administrator or equivalent vendor certification, CompTIA A+ Certification and/or CompTIA Network+ Certification and/or, other related technical certification desirable

Candidate Profile:

Strong technical knowledge in one of the following: software, hardware, and networking, particularly troubleshooting, repair, sales, etc.

Prior experience in customer service or call center environment

IP protocol and network experience highly desirable

Working knowledge of client technical systems

Solid understanding of computing technology including hardware components, data storage, operating systems, software applications, common peripheral devices, and external connectivity

Sound problem solving skills with linear and logical troubleshooting skills

Process knowledge, assessment, design and documentation skills

Team player with strong interpersonal skills

Strong oral and written communication skills

Solid analytical, technical, and project management skills

Must have proficiency with various software applications including Microsoft Office (Word, Excel, Powerpoint, Outlook)

Skilled in multi-tasking

Ability to work independently with minimal supervision

An ability to remain calm under pressure and work in a concise, clear and focused manner

Demonstrated ability to work with a team.

Able to work a 24 hour, 7 day rotation schedule if required

Environment, Physical & Other Requirements:

Ability to perform light hand activity work at a computer/telephone station in an office environment. Position is primarily sedentary. May stretch or stand at workstation for short periods at employees option, as long as such activity does not detract from the employees work, or interfere with other employees.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Job Requirements

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Country: USA, State: Kansas, City: Wichita, Company: Convergys.