Sorry, this job is no longer accepting applications. See below for more jobs that match what you’re looking for!

Customer Support Entry

Expired Job

BPM Bi Inc. Washington , DC 20002

Posted 3 months ago

Looking for 1-year experience
The Customer Support Entry level is a first level representative to the clients technical support team. They answer a variety of technical inquires documenting issues and alerting senior staff in a timely fashion.
Customer Support Entry:
i. Answer calls in a dynamic IT operations environment; supporting multiple agencies
ii. Provide desktop support for technical issues in a Call Center environment as well as off-site locations throughout the client
iii. Log and route service requests and incidents in an incident management system
iv. Create and maintain knowledge articles in the agency's knowledge management system on a daily basis
v. Provide a high level of customer service to end users on a daily basis
vi. Provide technical expertise related to Microsoft Products, such as Microsoft Office, Windows operating systems, as well as other related Microsoft applications
vii. Troubleshoot issues related to agency specific applications and web applications
viii. Provide technical support for mobile devices, such as iPads, iPhones, Android devices and tablets
ix. Collaborate with the IT leadership team to select and implement cost-effective technology for District
x. Maintain service level agreements related to both Call Center and Desk Side support Service/Incident requests
xi. Work with other technical teams to coordinate multi-tiered technical support for outages, widespread security incidents
xii. Adhere to all Enterprise-wide security policies related to security and integrity of District-owned Resources
CONTRACT JOB DESCRIPTION

Responsibilities:
1.Provide technical assistance to computer system users on a variety of issues.
2.Identifies, researches, and resolves technical problems.
3.Responds to telephone calls, email and personnel requests for technical support.
4.Documents, tracks, and monitors the problem to ensure a timely resolution.
5.Has knowledge of commonly used concepts, practices, and procedures within a particular field.
6.Answer questions or resolve computer problems for clients in person, via telephone or from remote location.
7.May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
8.Provide service and preventive maintenance activities on terminals, printers, personal computers basic knowledge of electrical/mechanical principles and basic electronics.
9.Reads and comprehends technical service manuals and publications.
10. Knowledge of basic mathematics to read and understand various gauges, meters, and measurement devices.
11. Able to diagnose and repair products by replacing worn or broken parts and making technical adjustments.
12. Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.
13. Strong communication skills.
14. Assists in coordination of changes, upgrades and new products, ensuring systems shall operate correctly in current and future environment.
15. Provides accurate and complete answers to general use and 35 administrative environment questions in a timely manner.
16. Implements shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.
17. Communicates accurate and useful status updates.
18. Manages and reports time spent on all work activities.
19. Ability to work in a team environment.
Minimum Education/Certification

Requirements:
Bachelors degree in Information Technology or related field or equivalent experience
Required skills:

Expertise in supporting desktop operating systems (Windows 7,8.X, 10 Mac OSX 10.10.X)

Strong customer service experience

Experience providing technical support in a "call center" environment and receiving calls using a

Experience tracking service request/incidents using a ITSM tool

Provide customer-oriented results and build an efficient end-user support environment

Experience with basic Active Directory functions such as: Account Creations, Password Resets and OU Management

Knowledge of Microsoft Office Suite (Office 2010+ and Office 365)

Excellent written and verbal communication skills

Microsoft Certifications: MCP Windows 7, Windows 10
1-5 yrs providing technical support to computer system users by telephone, email, etc.
1-5 yrs maintaining personal computers, systems and printers
1-5 yrs installing and troubleshooting computer operating systems and software

Bachelors degree in IT or related field or equivalent experience

Please send resume to

Skills:
Expertise in supporting desktop operating systems (Windows 7,8.X, 10 Mac OSX 10.10.X)
Permanent
12 months+


See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Download the
LiveCareer app and find
your dream job anywhere
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Customer Support Specialist

Revv

Posted 4 days ago

VIEW JOBS 12/6/2018 12:00:00 AM 2019-03-06T00:00 <p><strong>Your mission</strong></p> <p>Ensure every client of Revv has an exceptional experience with our product. As our Customer Support Specialist, you will act with empathy and thoughtful dedication to quickly resolve client questions and challenge. When fire drills do occur, you demonstrate strong problem-solving ability and competence in easing client pain to give clients the best possible experience with Revv.</p> <p><strong>success in the first six months:</strong></p><ul> <li>Demonstrate deep knowledge of Revv’s products and services by leading support calls and answering customer requests with speed and a high-level of confidence. </li> <li>The team can rely on you to manage the support queue, handle and defuse inbound client issues in real-time, constructively communicate client needs or product issues to the broader team, and ease client tensions with a high-level of professionalism.</li> <li>Improve the customer experience by maintaining and expanding the Help Center to ensure that all content is up-to-date and easily accessible to customers. </li> </ul><p><strong>key activities to deliver this success:</strong></p><ul> <li>Effectively and professionally interact with customers of all technical skill levels to define, research and resolve issues quickly and accurately.</li> <li>Day-to-day management of the support queue, including identifying and escalating high-priority issues to the appropriate team or individual. </li> <li>Ability to convey technical jargon in a wide-array of syntax to users of all types and technical understanding via phone, email, and help articles.</li> <li>Vet, document, and communicate complex customer issues to development teams.</li> <li>Manage and update support pages and help docs</li> <li>Actively participate in daily standups to stay abreast of bug fixes, new feature releases and other product changes; share client challenges or concerns proactively and constructively with team.</li> <li>Be thoughtfully dedicated to continuous improvement of the product and client experience, always putting client needs first and leading with a positive, can-do attitude.</li> </ul><p><br></p><p><strong>about revv:</strong></p><p>Revv is the fundraising and donor platform that leading campaigns, nonprofits, and causes use to raise more money online. Revv’s technology has dramatically increased conversions for organizations through effective new features and is continually innovating in the fundraising industry. Revv is a small team made up of top-notch talent who wear many hats and are looking to add only the best, determined problem-solvers to the team. Revv’s culture is very much focused on individual growth along with the company’s expansion and is an environment that puts an immense amount of responsibility and trust in individual capability.</p><p><br><br></p><p><strong>Requirements</strong></p><p><strong>core competencies:</strong></p><ul> <li>2+ years working customer facing role</li> <li>Strong problem-solving ability</li> <li>Ability to multitask and work in a fast paced environment</li> <li>Strong listening and organizational skills.</li> <li>Excellent customer service skills (verbal and written), including the ability to convey technical information to a general audience.</li> <li>Able to maintain high-level of customer satisfaction</li> <li>Ability to valuate, analyze and diagnose issues with various Operating Systems, HTML/CSS and Javascript code implementations.</li> <li>Basic understanding of how SaaS integrations work</li> <li>Ability to work flexible hours</li> </ul><p><strong>Benefits</strong></p><ul> <li>Healthcare, Dental &amp; Vision - Paid employee premiums</li> <li>HSA Option for high deductible plans</li> <li>Pre-tax Commuter Savings Account</li> <li>Flexible leave</li> <li>Free, on-site gym</li> <li>Flexible hours</li> <li>Fully-stocked kitchen with Nitro Cold Brew!</li> </ul> Revv Washington DC

Customer Support Entry

Expired Job

BPM Bi Inc.