In-House Service Spec -2

Roles & Responsibilities

Essential/critical functions:

• Follow necessary Customer Support protocols
• Interact with customers in a professional and enthusiastic manner via verbal and written communication
• Promptly answer support calls, document and transfer with a high level of urgency
• Accurately document client interaction in a professional manner
• Work well with people from different disciplines with varying degrees of technical experience while maintaining a positive attitude
• Organize caseload, troubleshoot assigned queue of cases and identify those that need escalation in a high-pressure environment
• Resolve open tickets and communicate resolution to the client to confirm satisfaction
• Use internal support applications to communicate professionally, effectively, and timely with the internal team and customers
• Support the field implementation team to successfully complete installations
• Coordinate and execute the shipment of parts and supplies to customers

Experience Required

Skills & Certifications

Skills and Attributes:

Technical:

• Databases SQL Server (SQL 2008/2012)
• Must be able to write queries and analyze SQL data (i.e. Select and Join statements) within complex database structures.
• SSIS (SQL Job) exposure/experience
• SQL Reporting Services
• OS knowledge
• Server 2008 /Server 2012/ Windows 7
• Windows Services
• IIS and Web Applications
• Running Performance Counters
• Basic Understanding of Group Policies
• Security Permissions
• Networking topology
• DNS
• DHCP
• LAN/WAN
• Telnet
• Ports (Networking/OS)
• Understanding of XML language
• Ability to review application and OS logs
• Active Directory experience or exposure
• VMware experience or exposure (1+ years)

Soft Skills

• Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
• Excellent time management and multitasking skills Strong personal commitment to quality, customer service and patient safety
• Ability to understand and communicate complex technical systems to a non-technical audience Works well in a team environment
• Proven ability to maintain a professional demeanor when handling complex user issues and high pressure situations

Other skills:

• Excellent customer service skills (written and verbal) a must
• Exceptional attention to detail
• Excellent organizational skills
• Ability to work in a fast-paced environment
• Exceptional ability to interact with customers in a professional and friendly manner, especially in high-stress situations
• Ability to effectively listen, empathize and reassure clients their issues will be resolved
• Ability to independently research, troubleshoot, and probe technical hardware and software issues
• Ability to work in a team environment
• Ability to work in a remote, home office based environment
• Experience using a computer in a work setting
• Strong work ethic and initiative

Eligibilities & qualifications

Education/Licenses/Certifications Required:

• No degree required
• Preferred Certifications
• A+, N+