Customer Support Technician Entry Level

Overview

On Site
Depends on Experience
Contract - W2
Contract - 12 Month(s)

Skills

Call Center
Customer Service
IT Service Management
Network
Technical Support
Teamwork
Issue Tracking
ITSM

Job Details

Responsible for Tier I IT call center customer service support. Diagnoses and resolves problems using documented procedures and checklists in the performance of most responsibilities. Enters call data into a tracking system. Escalates problems to higher level technical support professionals when necessary. Assists in the resolution of application and software problems.

High School Diploma or equivalent

1 to 2 years of Customer Call Center work experience. 1 year of computer software, account password reset, and network connection troubleshooting work experience a plus.

Provide support for customers remotely with password or access issues

Documents work performed and resolution(s). Identify, analyze and resolve problems and issues through the use of troubleshooting tools and techniques as well as teamwork.

Support customers in ISA Utility with role assignment, account activation, and password reset

Maintain up to date customer and technician information in ITSM ticketing system

Manage incoming requests from customers and generate ticket in ITSM ticketing system for resolution or escalation to additional IT teams

Work with the team to maintain central hub of communications for the agency

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