Help Desk I

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Matlen Silver
ccna, msce, comptia
Full Time, Contract

Job Description

Help Desk Technician I
3+ months (Temp to perm)
Allen, Texas

Tier I Tech Support Representative

Company Overview
At our company, we create technologies our customers refer to as their lifeline. Our technology platforms in communications, software, video and services help our customers work safely and more efficiently. Whether its helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe. Bring your passion, potential and talents to our company's, and help us usher in a new era in public safety and security.

Department Overview
This Tier I Technical Support Representative would be supporting our Dash and Body Camera and Evidence Management Software Division.

Job Description
The Representative is responsible for diagnosing and resolving customer issues through phone, web, email, and direct customer interaction.

They are also responsible for maintaining critical relationships developed by other departments throughout the problem/resolution cycle.

Additionally, they will communicate actively with other departments detailing specific customers issues.

Answer Inbound Technical Support Calls (about 30 to 40 calls/day)

Track and resolve issues

Interface with Tier 2 on customer issues and comments

Help Maintain online Knowledge Base

Provide Technical Assistance to Regional Sales Managers daily

Answer after hours calls from customers

Customer Advocate

CompTIA certifications preferred

Basic Requirements
1-2 years of demonstrated inbound Call Center experience

Minimum High School degree. Some college preferred

Previous technical support/engineering/trouble shooting experience

Company Information

Matlen Silver is the hardest working staffing team in the U.S. We do what we know is right for consultants and companies, creating a unique and powerful recruiting and talent experience. We don’t just say we’re hard-working. We are. We don’t just invest in great people, we invest in people with guts, who don’t stand alone with integrity, but together as one united front. Our core is a powerhouse that can’t be described but should be experienced.

Dice Id : matlennj
Position Id : 100999535209139
Originally Posted : 7 months ago

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