Job description
This position supports internal and external customers with applications, software, and/or hardware.
Examples of Job Duties
Technical Support Specialist II (ITSRR) Provide excellent technical and customer service by answering & troubleshooting customer calls and/or via online chat.
Provide technical assistance to help customers resolve Internet, wireless, and phone issues.
Use ticketing system to establish customer account trouble history.
Create new tickets to document troubleshooting steps taken to resolve customer issues.
Meet or exceed service level agreements that will provide an outstanding customer experience.
Work other queue assignments and special projects as assigned, to be accomplished while tech is between customer calls.
Monitor assigned queues.
Perform all duties of lower-level titles.
Perform other duties as assigned.
Minimum Education and Experience Required
High School Diploma or equivalent and a minimum of two years experience working with PCs. Basic knowledge of PC software and
Microsoft office. Prefer one year of experience in the field of Internet Technical Support.
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