Specialist, Technology Support I

Duties:

Actively resolve the day-to-day technical needs of customers by managing problems and solutions. •80% Receive and respond to customers for technical support or services. Enter requests utilizing appropriate tools and processes. Thoroughly document communication with customers and complete requests or issues of basic complexity. •15% Identify actual or potential problem and escalate problems to appropriate higher-level professionals when necessary. •5% Complete administrative and other area related tasks such as reviewing or completing forms, disseminating documents to appropriate areas, reviewing and/or providing input into procedures, etc.

Skills:
Required Skills and Abilities: Strong customer service skills. Good problem solving skills. Able to provide technical advice, guidance, and informal training to customers using hardware and software programs. Understands basic technical problems and solutions in relation to the business environment. Required Software and Other Tools: Proficient computer skills; able to maneuver through commonly used applications and systems used in the industry. Preferred Skills and Abilities: Understands the industry''s business systems and processes. Work Environment: Fast paced, multi-platformed environment which may require action and response 24X7 to support the technical business needs of the customer within a technical help desk support center

Required Education: Associate Degree or higher level degree in Computer Science, Information Technology or other job related degree. Degree Equivalency: 2 years of job related work experience. Required Work Experience: None Preferred Work Experience: 1 year-technical call center experience.