TEKsystems Hiring for Technical Support Job at Wappingers Falls, NY Full Time

Description:

Entry level technical personnel trained to solve known problems and to fulfill service requests This position provides effective evaluation of end-user needs and, in all cases, uses good judgment and timeliness in responding to issues/resolutions. Resolution will include but not be limited to the following: Identify, research, and resolve technical problems, responds to telephone calls, email and personnel requests for technical support while documenting, tracking, and monitoring the problem to ensure a timely resolution. Fulfill technical training and support needs for LNY/LTX personnel and customers with telephone activities. Uphold the values and expectations for customer support and satisfaction. Will be trained on all laerdal products

• Support all internal and external customers with product knowledge and expertise.
• Provide solutions in a timely fashion for issues that may arise with all Laerdal products.
• Log and track support calls in Salesforce, prioritize and escalate jobs as required.
• Identify trends in the support calls and develop documentation to address these most-often reported problems and issues. Notify management of increasing trends, unusual activity or repeated activity.
• Brief customers as well as management on the status of current resolution efforts and attend daily/weekly and or monthly meetings.
• Recommends means for product or system improvements including procedural steps, increased training, and enhanced documentation.
• Access software updates, drivers, knowledge base, and FAQ’s resources on the Intranet to assist with end users’ issues.
• Assist other teams to initiate, design and manage effective support solutions as directed by our business needs.
• Assist with the development and testing of newly designed products for operational integrity and function
• Meet and Exceed departmental and company KPI’s as set forth by leadership
• Support Chat/Phones/Emails
• Document case
• Software upgrades/installs – Scenario Cloud support
• Part inquiry

Escalate case to Tier 2/3 if unable to resolve issue

• Entry-Level ( A+ cert level )
• Basic Understanding of Networking
• Strong Analytical skills As a “communicator” to all CC teams related to new PIB’s, product changes, updates to processes etc, storing these communications in a central area
• Answer phone calls and emails from customers, internal and external
• Create and Maintain service tickets for all customer interactions, through to closure
• Collaborate and discuss solutions internally and outside the department to coordinate

most effective solution.

• SW and HW testing as required
• Customer Feedback reporting and escalation
• Providing quality customer service to all
• Identify emerging technical issues; collect information, test and confirm, escalate as

needed, provide team(s) work around or solution

• Innovative thinker, to provide work around solutions to vast array of issues
• Strong customer focus; service-oriented attitude

Must be punctual and able to maintain good attendance

Skills:

networking protocols, network troubleshooting, troubleshooting, helpdesk troubleshooting, desktop troubleshooting, customer service oriented, network connectivity, wireless network

Additional Skills & Qualifications:

customer service

Experience Level:

Entry Level

About TEKsystems:

We’re partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That’s the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.