vTech Solution, Inc.
Job Description
Receives calls, emails, and web inquiries for end users and other external Help Desks
Tracks and logs inquiries into a ticket management database; classifies tickets according to severity classifications
Ensures customer contact and information is accurate on tickets
Troubleshoots and provides solutions to frequently asked questions/requests
Routes inquiries to appropriate teams for triage or resolution
Updates and maintains databases
Monitors internal customer help desk system
Performs other duties appropriate to the assignment
Qualifications
Knowledge of customer service principles
Personal computers and common computer software applications
Functional characteristics and capabilities of Windows operating systems
Basic wireless networking functionality
Basic desktop and laptop support and troubleshooting
Verbal and written communication
Establishing and maintaining interpersonal relationships
Time management and organization
Customer‑centric approach to troubleshooting
Synthesize feedback and adjust accordingly
Take initiative to research or seek customer feedback to improve service
Continuously participate in process improvement practices
In‑state travel may be required; require a valid state‑issued driver’s license; maintain acceptable driving records; mileage will be reimbursed and own vehicle may be used with valid insurance and registration
Three to five (3‑5) years’ experience at a help desk in tier 1 or tier 2 support
Additional Information All your information will be kept confidential according to EEO guidelines.
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Receives calls, emails, and web inquiries for end users and other external Help Desks
Tracks and logs inquiries into a ticket management database; classifies tickets according to severity classifications
Ensures customer contact and information is accurate on tickets
Troubleshoots and provides solutions to frequently asked questions/requests
Routes inquiries to appropriate teams for triage or resolution
Updates and maintains databases
Monitors internal customer help desk system
Performs other duties appropriate to the assignment
Qualifications
Knowledge of customer service principles
Personal computers and common computer software applications
Functional characteristics and capabilities of Windows operating systems
Basic wireless networking functionality
Basic desktop and laptop support and troubleshooting
Verbal and written communication
Establishing and maintaining interpersonal relationships
Time management and organization
Customer‑centric approach to troubleshooting
Synthesize feedback and adjust accordingly
Take initiative to research or seek customer feedback to improve service
Continuously participate in process improvement practices
In‑state travel may be required; require a valid state‑issued driver’s license; maintain acceptable driving records; mileage will be reimbursed and own vehicle may be used with valid insurance and registration
Three to five (3‑5) years’ experience at a help desk in tier 1 or tier 2 support
Additional Information All your information will be kept confidential according to EEO guidelines.
#J-18808-Ljbffr