Help Desk/Technical Support Representative

Wits Solutions Inc Atlanta , GA 30301

Posted 4 months ago

We are looking for Service Coordinator Rep I to work in ATLANTA GA. If you are interested for this position please send me your updated resume.

Job Title: Help Desk/Technical Support Representative
Location: ATLANTA GA
Duration: 7 months contract

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Provide technical assistance and remote troubleshooting support to our CEs and Installation Team

Be available to provide Quality Assurance when needed and to test/confirm installs to ensure that all the correct components have been installed

Diagnose HW or solution issues. Escalates to L2/L3 when needed.

Remote support techs must have excellent phone, oral and written communication skills

Remote support techs should be able to work independently as well as within the team concept

Become proficient with the installation guide and installation processes

Ability to review daily schedules and contact field technicians for pre calls

Contact franchisees 1 hour prior to scheduled install start time

Utilize current tracking and reporting tools to update the status of both the above

Escalate any issues to install PM team

Walk field technicians through installation checkpoints including the following:
o Inventory verification (site has expected items as shown in the database)
o Testing of existing HW by performing test transactions
o Leading the field tech through the proper order of operations
o Completing the software install remotely after the HW has been properly set up (via logmein)
o Update internal systems with updates at checkpoints

Issue resolution using the Sharepoint knowledge base

Prepare for customer satisfaction by studying the install guide, current processes and procedures

Prepare for customer success by understanding the product; reviewing previous issues and responses; gathering and researching information; assembling and forwarding information; verifying customer's understanding of information and answer.

Improves quality service by recommending improved processes; identifying new product and service applications.

Updates job knowledge by participating in educational opportunities (Sharepoint)
Completing related results as needed.

Remote Support Associate Skills and

Product Knowledge, Informing Others, Data Entry Skills, Organization, Analyzing Information, Verbal Communication, Reporting Skills, Managing Processes, Customer Focus, Multi-Tasking
High School Diploma

Basic PC literacy; Keyboard proficiency; Understanding of Windows-based applications/tools
Relationship building skills; Excellent communication skills, verbal and written as well as listening skills
The ability to interact with customers at all levels
Ability to handle pressure, working efficiently in a challenging and demanding
Microsoft excel and office skills

Meticulous and Detail oriented
Ability to work well within a team
Excellent problem solving skills
2 - 4 years of experience in a Customer Service/Help Desk /Support environment
Associates Degree preferred

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Help Desk/Technical Support Representative

Wits Solutions Inc