Requirement: Customer Service & entry-level technical support
PRIMARY PURPOSE: To support basic IT systems to end users on a variety of computer system issues; to respond to telephone calls, email and technical support requests; and to document, track and monitor issues ensuring a timely resolution.
ESSENTIAL FUNCTIONS and RESPONSIBILITIES
- Identifies, researches, resolves, and responds to a high volume of simple to moderately complex issues or questions received from internal and external customers.
- Provides status and follow-up information to internal or external customers.
- Escalates calls to the appropriate departments.
- Documents customer issues in call tracking system timely and accurate manner.
- Assists in the real-time resolution of support issues to decrease downtime and to bring about high levels of satisfaction.
- Keeps current on policies and relevant product and industry trends in order to provide technically accurate solutions to customers.
- Provides support after hours via on-call cell phone.
Experience:- Three (3) years of computer systems related experience or equivalent combination of education and experience required to include two (2) years propriety software support experience and one (1) year Windows operations system troubleshooting experience.
- JURIS or claims management application experience preferred.
- Strong computer knowledge, including but not limited to, Windows OS, Outlook and Microsoft Office
- Strong oral, written and business communication skills
- Analytical, interpretive and decision-making skills
- Strong organizational skills
- Excellent interpersonal and customer service skills
- Excellent negotiation and conflict resolution skills
- Strong stress and time management skills
- Ability to work in a team environment
- Ability to meet or exceed Performance Competencies
WORK ENVIRONMENT: When applicable and appropriate, consideration will be given to reasonable accommodations.
Education & Licensing: Associate degree in a computer technology field preferred.
Lifting requirement: our team is to lift between 20 and 40 pounds.
Mental: Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines
Physical: Computer keyboarding, travel as required.
Auditory/Visual: Hearing, vision and talking
NOTE: Credit security clearance, confirmed via a background credit check, is required for this position. The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time
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