The Purple Guys Shreveport , LA 71101
Posted 1 week ago
The Triage Tech works as a member of the Triage Team within the Reactive Services division to provide support services to clients. The position is highly client-facing, providing technical support via telephone with outstanding communication and client service skills. The Triage Tech resolves Level One support requests quickly and escalates more complex technical issues.
Essential Duties & Responsibilities
Client Service
Provide responsive client service. Answer client tech support calls quickly and pleasantly. Communicate in a friendly, professional, and patient manner
Perform all duties with the goal of building and maintaining long-term client relationships
Maintain exceptional client service, understanding client satisfaction and perception
IT Service and Support Functions
IT support services for Level One technical issues such as password resets, basic PC issues, connectivity, and other "quick fix" support requests
Perform other related technical duties as assigned
Documentation, Reporting and SLA's
Update service tickets with detailed notes and descriptions of work performed
Ensure that service ticket data fields are correct and complete
Escalate any support requests outside of Level One scope
Professional Development
Routinely take self-paced training in technologies relevant to the team
Obtain industry certifications on a consistent basis
Administrative
Enter all time worked on the appropriate service ticket
Enter time worked on each ticket daily
Submit time sheets on a weekly basis, due by Saturdays at 12P
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The technical skills listed below are representative of the knowledge, skill, and/or ability required.
Core Competencies
Ability to communicate and work effectively with end users over the phone
Excellent verbal and written communication skills with ability to translate or quickly learn to translate technical terms to business language for non-technical clients
Exemplify professionalism and business etiquette in all communication with client end users and colleagues
Critical thinking and problem-solving skills
Organized and detail-oriented
Strong team player
Technical Skills
Basic Windows workstation repair, maintenance, malware removal, and deployment
Office 365 account and client support
Wireless connectivity for mobile devices and workstations
Mobile devices - smartphones, tablets and laptops
Education and/or Experience
College or Technical degree preferred
CompTIA certifications preferred
Microsoft Technology Associate (MTA) preferred
Language Skills
Ability to communicate professionally, in English, both written and orally
Ability to write business correspondence and process procedures
Ability to effectively present information and respond to questions from groups of managers, clients, and the general public
Certificates, Licenses, Registrations
Physical Demands
Regularly required to use hands to operate computer keyboard and telephone
Frequently is required to walk and sit
Moderately required to stand
Occasionally needs to lift and/or move up to 50 pounds
Specific vision abilities required by this job include close vision, and ability to adjust focus
Business Behavior / Anti-Trust
Do not discuss proprietary information (Company's or client's) or business in general outside of work requirement
Do not discuss company prices or terms of sale unless with client in act of performing job
May not divulge any confidential personnel/corporate policy including discussion of performance reviews or salary
Will not engage in unprofessional conduct
The Purple Guys