Help Desk/Customer Service

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Field incoming help requests from end users via phone, email, mail, chat and other media forms in a courteous manner.
• Support products by answering application and feature related questions using various computer applications and technical manuals.
• Provide direct assistance, both written and verbal, on the issue/operation of the customer’s specified product.
• Document all pertinent end user information including complete name, contact information, and complete description of the problem/question and action/resolution completed.
• Apply diagnostic techniques to aid in troubleshooting.
• Assist answering other customer support calls, emails and chats as requested.
• Perform hands-on troubleshooting including but not limited to, installing and upgrading applications/software, programming, setting/re-setting standard features etc.
• Verify troubleshooting techniques to ensure the problem has been adequately resolved.
• All other duties as may be assigned by other members of management.

QUALIFICATIONS & EXPERIENCE:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Sound knowledge of electronic products and how they function.
• Exceptional written and oral communication skills
• Strong analytical and troubleshooting abilities with keen attention to detail and documentation skills.
• Ability to absorb and retain information quickly.
• Working knowledge of a range of diagnostic and troubleshooting techniques.
• Exceptional interpersonal skills, with a focus on report-building, listening, and questioning skills and customer service orientation.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Strong documentation skills.
• Highly self motivated and directed.
• Experience working in team-oriented, collaborative environment.