Support Service Representative I
Summary: The Support Services Representative provides first level support for software andhardware service calls.Essential Duties and Responsibilities include the following. Other duties may be assigned. Regular and consistent Attendance Log, categorize, prioritize incoming support cases into ticketing system Provide first level support for computer application software and hardware problems andissues using documented processes and procedures Resolve issue through telephone discussions, remote desktop tools, live chat, and email. Simulate or recreate customer problems to resolve user-operating difficulties. Escalate critical problems by engaging the appropriate systems administrator, networkadministrator, developers or external technical support service personnel. Document problems and solutions into a knowledge base. Work various shifts including weekends as needed to support 24x7 Contact Center Communicate outage/emergency activities to supervisor Follow up and make scheduled call backs to customers where necessary Perform other duties as assignedRequirementsQualifications:To perform this job successfully, an individual must be able to perform each essential dutysatisfactorily. The requirements listed below are representative of the knowledge, skill, and/orability required. Reasonable accommodations may be made to enable individuals withdisabilities to perform the essential functions.Professional Skills: Strong troubleshooting skills including and the ability to resolve basic to advancedhardware, software, and connectivity problems in a timely manner. Willingness to adapt to emerging technologies. Knowledge of relevant software computer applications and equipment. Excellent customer service skills, conflict resolution and mediation Strong Multi-tasking capabilities. Excellent oral communication& effective listening skills required to support customersremotely. Excellent technical writing skills. Must be familiar with all facets of Microsoft Office and 365. Must be highly organized and require minimal day-to-day guidance while managing a variedworkload. Must be a team player, excellent collaborator, and possess a positive attitude. Must work well independently or in a team environmentEducation/Experience: Associates Degree in IT, computer science or a related field or equivalent workexperience; three to five years of service and support experience. 1-2 years’ technical and customer service hands-on experience. Theatre Information Technology or Theatre Management preferred. ITIL based ticketing system experience; Service-Now preferred.Certificates, Licenses, Registrations:NoneLanguage Ability: Interpersonal and communications skills must be adequate to effectively communicate&present to management, other internal personnel, external support vendors, and Theatremanagement. Ability to read, analyze, and interpret general business periodicals, professional journals,technical procedures, and governmental regulations. Ability to write reports, business correspondence and procedure manuals.Math Ability: Ability to define problems, collect data, establish facts, and draw valid conclusions. Basic understanding of debits, credits and balancing. Ability to interpret an extensive variety of technical instructions in mathematical or diagramform and deal with several abstract and concrete variables.Reasoning Ability: Demonstrated ability to make decisions& draw conclusions when presented with limitedinformation.Computer Skills:Advanced PC skills with a working knowledge of associated software, including spreadsheets andMicrosoft Office Suite.