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Services Support Rep (After Hours)
Ref No.: 18-16173
Location: Salt Lake City, Utah
Current Shift: Nights and Weekends. Start times around 4 pm & end shift around 6 am. All weekend days and hours will/may need coverage. Please submit candidates who are available to work these hours, no exceptions.


Mgr. Notes: We need candidates that can do well in self-pace training environment
Role Purpose:

·Responsible for obtaining required information from service requesters, querying clients to ensure accurate product identification, and logging the information into proper call management system.

·Works independently or cooperatively as a member of a team under the direction of a team leader or manager.
·Primarily interfaces with internal/ external clients, service delivery units, immediate management and other team members to ensure an accurate service request is routed to the appropriate service provider.
· Responsible for determining service entitlement by reviewing contract, generating contracts for time & material service if request is not under contract, or at field management request, providing grace periods on certain products while contract is in process.
·May also utilize multiple internal systems for the following activities
Our Level 1 Technical Support Service Desk agents provide excellent customer service by supporting a wide range of technical and network solutions. Serving as the initial point of contact, you will gather and analyze information about the user's issue to answer basic questions about installation, operation, configuration, customization, and usage of assigned products to determine the best way to resolve their problem. Solutions include, but are not limited to, uninstalling/reinstalling basic software applications, resolving username and password problems, verifying proper hardware and software set up, resolving network connectivity issues and troubleshooting email issues.


Key Responsibilities/Outcomes (brief responsibilities that vary based on the process they are aligned to):
·The FSR agent is responsible for ensuring that all dispatched service requests are complete with all the information necessary as they are routed to a qualified technician to for service delivery.
·Ticket information can be received over the phone, B2B ticket information transfer and through e-mail.
·Provides telephone service to our customers (based on the languages required)
·Registering and validating their service requests
·Performing initial customer interface and service request information triage
·SRMS Service Request Ticket creation
·Booking appointment in case the Customer requires it
·Is the interface between our Customers and our Customer Engineers and will support the Engineers by:
o Ordering the necessary part, the Engineer requires for the service requests
o Ensuring CE access requirements are met
o Assign service requests to Customer Engineers
o Updating SRMS for Ticket and tech tracking and Tech resource management
· Works independently or cooperatively as a member of a team under the direction of a team leader or manager.
· Complete short surveys to record how customers rate our service, as required
·Monitor and address alerts and escalations via Phone, SRMS and email.
·Initial point of contact for customers via telephone, email or live chat to provide technical support of hardware, systems, sub-systems and/or applications


·Provides technical support of hardware, systems, sub-systems and/or applications.

·Assists with navigating around application menus, may be required to remote into customer's computer.

·Troubleshoot network connectivity issues, working with remote employees on a corporate network.

·Develops and sustains a productive customer relationship, making the customer and their needs a primary focus.

·Offers alternative solutions where appropriate with the objective of retaining customers' and clients' business.
·Escalates complex problems to the Remote Support Engineering staff or Field Engineering when appropriate.



Key Qualifications:
·Experience 1 to 3 Years (handling calls)

·Excellent communication (verbal and email
·Willingness and ability to work in shifts.
·Multitasking and coordination skills
·Team Player
·Good knowledge of Microsoft Office Suite (Word, Excel, Outlook etc.)
· Candidates should have strong customer service acumen and attention to detail capabilities
·High School Diploma or equivalent required.
·Previous computer technical support preferred.

·A+, MCP, Dell or other industry identified certifications are preferred.

·Strong knowledge of Network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, VPN software, supporting remote users.

·Understanding of Active Directory to unlock and reset passwords.

·Proficient with troubleshooting all Windows Operating systems. SUPPLIERS- Have your candidates CONFIRM Windows 7 vs. Windows 10 (or confirm both) on resume please.

·Ability to troubleshoot and resolve email issues, specifically MS Outlook.

·Ability to communicate clearly and professionally, both verbally and in writing.

·Outstanding customer skills, with the ability to empathize and professionally troubleshoot and resolve customer's issues.



Core Competencies:
·Communication skills - written and verbal
·Ability to work in a pressurized environment and able to deliver against a tight timescale.
·Act independently and be self-motivated
·Excellent Problem Solving and Customer Service Skills
·Drive for results
·Attention to Detail
·Customer Focus

Training Information: Candidates need to have strong technical ability & experience. Training will be client specific.