Overnight Customer & Field Support: FirstPRO, Inc.
OVERNIGHT----- Customer & Field Support (Must be open to all shifts) firstPro in Alpharetta is currently recruiting for a large technology company.
This company is looking for a customer support representative to help in the initiation of a roll out for a large client.
This is a temporary to hire opportunity based on work ethic.
The description for this position are as followed.
This includes problem definition, prioritization, analysis, recreation and resolution.
This position ensures client satisfaction by providing answers and resolution to incoming problems in a timely, effective manner.
ESSENTIAL FUNCTIONS: · Contact field installers, clients or site representatives regarding hardware configuration readiness.
· Configure and/or Certify that the solution of hardware and software functions as designed, that devices route properly, and that credit/gift are loaded properly for each site.
· Prepare sites for activation and complete pre-live to live switch including handoff to Help Desk.
· Proficient in first-level troubleshooting, diagnostics and repair for desktop workstation · Troubleshoot issues, and Open cases · Install and configure Windows O/S environments (XP, Vista Business) and associated business software · Proficient in basic networking troubleshooting and terminology.
· Provide updates to clients, vendors and corporate personnel as necessary.
· Manage escalations and urgent requests into the Deployment functional groups or support groups as required.
· Record all client communications received and sent to clients or team members in the Deployment database (includes status changes, dates, contact fields and comments).
· Provide client support as business needs require, which may include Mid Shifts, Overnight Shifts, and Weekends.
· Implement other technical resolutions as business needs dictate.
· Accurately record the pertinent details of client reported problems as required in the case management process.
· Research and reproduce where necessary and resolve client reported issues.
· Respond to client cases and field inquiries in a timely and effective manner · Utilize tools provided and other documentation as necessary in resolving technical issues or reproducing problem cases · Effectively use escalation procedures as necessary · Facilitate issue resolution by leveraging internal experts when necessary · Take ownership for resolving client support issues from case logging, through management of escalation and resolution · Be an advocate for providing satisfaction to clients by maintaining a proactive approach with clients · Learn to install new releases as assigned, by following test installation procedures, test and document installation · Learn new products and share knowledge concerning troubleshooting procedures, use of diagnostic tools, and issue workarounds with others · Produce Knowledge Management documents · Participate actively on a dynamic team and look for opportunities to help coworkers · Respond quickly to both internal and external client emails.
· Provide feedback on product and/or process initiatives developed in other areas · Frequently transition from standard daily to urgent action required tasks and back again.
· Regular, reliable attendance is required EDUCATION AND/OR EXPERIENCE: Formal education level: Bachelors Degree preferred, or equivalent education and/or work experience For immediate consideration please send resumes to coverall [at] firstproinc [dot] com
« Apply for Overnight Customer & Field Support: FirstPRO, Inc.
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