Job Description
Roles & Responsibilities
Essential/critical functions:
- Follow necessary Customer Support protocols
- Interact with customers in a professional and enthusiastic manner via verbal and written communication
- Promptly answer support calls, document and transfer with a high level of urgency
- Accurately document client interaction in a professional manner
- Work well with people from different disciplines with varying degrees of technical experience while maintaining a positive attitude
- Organize caseload, troubleshoot assigned queue of cases and identify those that need escalation in a high-pressure environment
- Resolve open tickets and communicate resolution to the client to confirm satisfaction
- Use internal support applications to communicate professionally, effectively, and timely with the internal team and customers
- Support the field implementation team to successfully complete installations
- Coordinate and execute the shipment of parts and supplies to customers
Experience Required
Skills & Certifications
Skills and Attributes:
Technical:
- Databases SQL Server (SQL 2008/2012)
- Must be able to write queries and analyze SQL data (i.e. Select and Join statements) within complex database structures.
- SSIS (SQL Job) exposure/experience
- SQL Reporting Services
- OS knowledge
- Server 2008 /Server 2012/ Windows 7
- Windows Services
- IIS and Web Applications
- Running Performance Counters
- Basic Understanding of Group Policies
- Security Permissions
- Networking topology
- DNS
- DHCP
- LAN/WAN
- Telnet
- Ports (Networking/OS)
- Understanding of XML language
- Ability to review application and OS logs
- Active Directory experience or exposure
- VMware experience or exposure (1+ years)
Soft Skills
- Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
- Excellent time management and multitasking skills Strong personal commitment to quality, customer service and patient safety
- Ability to understand and communicate complex technical systems to a non-technical audience Works well in a team environment
- Proven ability to maintain a professional demeanor when handling complex user issues and high pressure situations
Other skills:
- Excellent customer service skills (written and verbal) a must
- Exceptional attention to detail
- Excellent organizational skills
- Ability to work in a fast-paced environment
- Exceptional ability to interact with customers in a professional and friendly manner, especially in high-stress situations
- Ability to effectively listen, empathize and reassure clients their issues will be resolved
- Ability to independently research, troubleshoot, and probe technical hardware and software issues
- Ability to work in a team environment
- Ability to work in a remote, home office based environment
- Experience using a computer in a work setting
- Strong work ethic and initiative
Eligibilities & qualifications
Education/Licenses/Certifications Required:
- No degree required
- Preferred Certifications
- A+, N+
Job Tags
Remote job, Home office,