SmartCOP, Inc. is looking to solve the problem of providing effective technical support to its customer base, ensuring a positive customer experience and resolving technical issues in a timely manner.
Requirements
- Experience troubleshooting in a technical support environment;
- Basic computing and networking knowledge;
- Experience in a Windows environment;
- SQL
- Windows Server
- Windows Powershell
- JIRA Service Desk
Responsibilities
- Monitor and answer incoming support calls and emails;
- Resolve issues when possible and escalate to the appropriate team if needed;
- Use existing documentation as a baseline for troubleshooting;
- Create and provide support documentation and webinars;
- Help deploy software upgrades;
- Multitasking through multiple systems while troubleshooting with customers;
- Diagnose and provide a path to resolving technical issues;
Other
- Technical Associate Degree and/or 1 - 2 years of related experience in one or more of the following fields: Customer Service/Support Environment, Information Technology/Help Desk;
- Excellent customer service skills and interpersonal skills;
- Good time management and prioritization skills;
- Schedule flexibility for rotating 24/7 on-call schedule to handle questions via the phone, chat, and email, addressing both hardware and software-related issues.
- Ability to relate somewhat complex technical concepts to everyday users;
