Help Desk Specialist

POSITION OVERVIEW 

The Help Desk Level 1 processes service requests received by telephone, fax, internet, and e-mail from customers or internal field employees.   They perform telephone or remote technical support functions in support of internal and external customers on all systems installed by Tech at customer sites. This position is responsible for providing a superior level of customer service and technical support by taking ownership of issues from initial request to final resolution.

FUNCTIONS OF THE JOB

Essential Functions

• Receives and processes all customer requests for service on their communication system via Internet, telephone, fax, or e-mail.
• Ensures all information is obtained from the customer so service personnel can properly resolve the issue within the first service call ensuring that we meet the customer's expectations regarding response and resolution time frames.
• Provides technical assistance to customers, both internal and external, by addressing service issues across Tech Electronics' systems for all Tech offices as assigned or requested.
• Takes ownership of internal and external customer interactions, utilizing Service Desk procedures for follow-through, tracking and logging of all calls. Resolves customer and employee inquiries in a timely manner and to 100% customer satisfaction.
• Serves as first point of escalation for internal and external customers; escalates technical issues to manufacturer or Senior Help Desk Specialist as needed.
• Communicates chronic system application problems and issues, as identified by internal and external customers, to Service Desk Manager for escalation and resolution.
• Works on special projects to improve service levels and support Service Desk initiatives as assigned or requested by management.
• Utilizes all available resources to assist field employees with troubleshooting issues and researching systems so field employees can resolve customer issues in the fastest and most efficient manner possible.
• Performs moves, adds and changes on customer's and company's systems that can be performed remotely or at Tech's site.
• Determines whether calls will require additional manpower and orders parts as necessary.
• Obtains industry and/or manufacturer certifications as required by their manager; proactively reviews and assists their manager in the development of their own education and certification plan.
• Maintains a favorable working relationship with all employees and managers to promote a cooperative and harmonious working environment in order to facilitate positive employee morale, productivity and continued improvement.

Current Openings for Help Desk Specialist Jobs at Tech Electronics