Help Desk Tier 1
(TIER 1 SUPPORT)
To apply to this position,
<1 Year Experience
Key Areas of Responsibility
Providing technical support to clients on computer applications and hardware (e.g., PCs, servers, mainframes).
Answering questions regarding system procedures, online transactions, systems status and downtime procedures.
Collaborating with network services, software systems engineering and/or application development to identify problems and restore service.
Maintaining a troubleshooting tracking log to ensure timely resolution of problems.
Resolving at least 240 Tier 1 technical support issues per month.
Responding promptly to all incoming client issues by phone, e-mail, or chat within 15 minutes.
Following standardized operating procedures as much as possible and creating new procedures when required.
Ensuring the team "Today not Tomorrow" score is 65% or greater.
Ensuring personal "Customer Experience Score" is greater than 90% by delivering fanatical service.
Maintaining a quality assurance score above 80%.
Ensuring tickets follow the proper standard operating procedure by assisting with the quality assurance of tickets.
Participating in daily huddles to help ensure the daily success of the Client Support team.
Passing two certification exams per year.
Performing other duties and tasks as required.
If this sounds like you,