Technical Support Representative PART TIME (Tier 1/IT Help Desk)

Position Overview         

Respond to customer's requests for IT technical services, answering questions on the function and use of products within a call center environment. To be considered, you must have strong technical knowledge of PCs along with critical thinking and troubleshooting skills.         

Training & shift         

• Paid training: morning shift training, 2-4 weeks (Monday-Friday)
• Morning shifts after training.
• This position is part-time, 5 days per week.

Position Detail         

• Strong hardware and software troubleshooting ability.
• Able to multi-task in a fast-paced high-pressure environment.
• Speaks positively about systems, products, services, company, community, and staff.
• Apply understanding and knowledge of information systems products and services to assist customers on technical matters.
• Apply high level customer service techniques for every request.
• Recognize research, isolate, and resolve information system problems.
• Recognize customer's problems that should be escalated to the next level for resolution following established protocols.
• Maintain up-to-date knowledge of products and customer entitlement options to provide proper information to customers.

Qualifications:         

• Experience working in technical support and/or education in IT.
• Experience using and supporting: Microsoft Windows 7, Windows 10,  iOS, Microsoft Office 2010 - 2013, hardware, local and network printers, Outlook, Outlook 365, Cisco VPN and antivirus.
• Experience troubleshooting wireless connections.
• Advance knowledge of Networking.
• Ability to utilize various databases consecutively with good typing skills.
• 1-3 years of customer service experience, preferred

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