This role involves providing first-tier technical assistance to internal and external customers, handling a high volume of calls in a call center environment. Responsibilities include troubleshooting hardware, software, and connectivity issues; escalating issues to second-tier support and vendors; and managing customer accounts and online services. The analyst will provide excellent customer service while resolving a wide range of technical issues.
Location: Washington, District of Columbia, Georgia, United States
Responsibilities:
- Oversee the daily performance of computer systems and applications.
- Answer user inquiries regarding computer software or hardware operation to resolve problems.
- Monitor ticket queues, assign tickets to appropriate internal and external support staff, and escalate tickets until resolved.
- Confer with users or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
- Provide technical assistance to both internal and external customers for tier one issues.
- Handle a high volume of calls in a call center environment focused on customer service.
- Troubleshoot hardware, software, and connectivity issues for internal customers.
- Escalate issues to appropriate second-tier support and vendors.
- Provide external customer support including website support, password resets, online account management, and mobile driver's license provisioning.
- Install and perform minor repairs to hardware, software, or peripheral equipment.
Required Skills & Certifications:
- High School diploma or GED
- Six months of experience handling customers, questions, complaints, and/or providing information in a call center environment.
- Bilingual (Spanish)
- Call center experience (2+ years)
- 2+ years' experience performing as Helpdesk Technician with hands-on knowledge in resolving issues with Outlook, MS Office, Win 7 and 10, Active Directory.
Preferred Skills & Certifications:
- Vocational/Technical degree in computer applications, computer technology or a closely related area from an accredited college.
- Knowledge of Apple iOS
Special Considerations:
- Absences greater than two weeks require prior approval from management and provision of contact information. Failure to return by the agreed-upon date may result in dismissal.
- Onsite work is required; remote work is not permitted.
Scheduling:
- The provided text does not specify shift timing or scheduling authority.
...tirelessly in preserving and protecting our clients rights in immigration law, workers compensation, personal injury accidents, and a... ...preparation of cases for our clients represented by our associate attorneys, including but not limited to: Asylum, Special Immigrant...
...Closely work with business partners to analyze & refine the regulatory requirements given by Federal authorities(Business Requirements Document) and then prepare detailed Functional Requirement Document. Translate and simplify the Business /Functional requirements...
Our company is seeking a dedicated General Laborer to join our dynamic team. Were seeking hardworking professionals who like meeting challenges... ...expectations.* Full time 40 hours and OT available * Day Shift 5:00 am - 3:30 pm* Must be dependable for those days!...
...Are you someone who finds purpose in helping others? Do you want to make a real difference in the lives of senior citizens while forming meaningful connections? &##127775; If so, wed love to meet you! As a Heartfelt Companion & Caregiver , you will be a vital part...
...Job Title: Data Entry Clerk Location (city, state): Littleton, CO Hours: 8 AM 5 PM, Tuesday through Thursday (Part-time) In office, Hybrid or in person: In office Industry: Administrative Pay: $20/hour Contract Length: present to September...