Provides responsive quality customer service and support at all times. Performs immediate analysis of customer problems and directs the implementation of corrective action to restore function and avoid recurrence. Functions as the customers single point-of contact for problem escalation and resolution as required. Records all incidents while maintaining accountability and ownership until resolved. Interfaces with appropriate technical personnel for customer problems that cannot be resolved quickly on the telephone. Monitors progress on problem resolution and initiates feedback to management and the customer. Performs customer follow-up to verify final resolution and determine satisfaction level. Reviews and develops department systems and procedures to ensure effective problem solving. May be required to perform other related duties as assigned. Knowledge Frequent use and application of technical standards, principles, theories, concepts, and techniques. Problem Solving Provides solutions to a variety of technical problems of moderate scope and complexity. Discretion / Latitude Works under general supervision. Follows established procedures. Work is reviewed for soundness of technical judgement and overall adequacy. Impact Contributes to the completion of milestones associated with specific projects. Failure to achieve results or erroneous decisions or recommendation may cause delays in program schedules and may result in the allocation of additional resources.
Requirements:
Help Desk/Tech Support Provides responsive quality customer service and support at all times. Performs immediate analysis of customer problems and directs the implementation of corrective action to restore function and avoid recurrence. Functions as the customers single point-of contact for problem escalation and resolution as required. Records all incidents while maintaining accountability and ownership until resolved. Interfaces with appropriate technical personnel for customer problems that cannot be resolved quickly on the telephone. Monitors progress on problem resolution and initiates feedback to management and the customer. Performs customer follow-up to verify final resolution and determine satisfaction level. Reviews and develops department systems and procedures to ensure effective problem solving. May be required to perform other related duties as assigned. Knowledge Frequent use and application of technical standards, principles, theories, concepts, and techniques. Problem Solving Provides solutions to a variety of technical problems of moderate scope and complexity. Discretion / Latitude Works under general supervision. Follows established procedures. Work is reviewed for soundness of technical judgement and overall adequacy. Impact Contributes to the completion of milestones associated with specific projects. Failure to achieve results or erroneous decisions or recommendation may cause delays in program schedules and may result in the allocation of additional resources. Liaison Primarily internal company contacts. Infrequent inter-organizational and outside customer contacts on routine matters. Location: TX-Dallas Hours: 8:00am to 5:00pm Education: Discipline Education Level Computer Information Systems (CIS) Bachelors degree
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