glassdoor.com sales-marketing support service representative i

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.
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