This position is responsible for providing primary support to the internal and external user community on a variety of issues by consistently applying our defined processes with an understanding of computer hardware and software to resolve those issues. Essential Functions - Act as first point of contact for user phone calls to the service desk
- Triage and accurately document user support issues according to defined procedures, focusing on impact and urgency
- Act as a liaison between customers and technical escalation teams, communicating technical information in layman’s terms
- Resolve incidents with known solutions (per the knowledgebase), according to support standards and defined procedures
- Escalate more involved issues to the appropriate Tier 2 and Tier 3 support teams for expedient resolution
- Deliver fanatical customer support
- Live the GreatAmerica principles
- Perform miscellaneous duties as required
Position Qualifications Competencies: For all GreatAmerica team members: Honesty/Integrity, Customer Oriented, Accountability, Tenacious, Communication Skills (Oral & Written), Adaptability For this position: Accuracy, Active Listening, Detail Oriented, Empathetic, Enthusiastic, Interpersonal, Problem Solving, Time Management, Working Under Pressure Education: The ideal candidate would have an entry level understanding of the IT industry fundamentals, concepts, terminology, platforms and processes. Experience: The ideal candidate would have previous customer service and/or call center experience. Computer Skills: Basic understanding of Microsoft Windows (7 and higher), Internet browsers (Internet Explorer, Chrome, Firefox), Microsoft Office (Word, Excel, PowerPoint, Outlook)
This position has flexibility in working shift between 7:00am - 7:00pm
We are open to considering remote team members |