| 48284 | |
| cyberMIND | |
| Help Desk Internship | |
| Negotiable | |
| Part-Time | |
| Authorized to Work in the U.S. | |
| High School/GED | |
| no | |
| no | |
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Kalamazoo, MI |
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| Essential Functions:
* Provide technical assistance over the phone by diagnosing and troubleshooting a full range of Internet technology-related issues. Multiple networking protocols are supported (specifically TCP/IP and Ethernet). * Responsibilities include thorough and accurate documentation of work within call tracking software. Candidate will also have responsibility for follow through on all calls taken, to ensure customer satisfaction. Duties include: * Respond to incoming customer calls, analyze events and information, diagnose cause of problem, resolve the technical problem and advise the customer. * Dispatch technical calls that cannot be resolved on first level problems to the proper support area. * Document and log all pertinent call information (customer info, nature of problem, solution, etc.) via call tracking software. * Be up to date with all systems and tools used in diagnosing and correcting customer IT problems. * Be up to date with the customer computer environment (hardware, software & supported applications). Follow up on unresolved customer issues. * Provide callers with information on overall computer environment status (outages, system performance issues, changes). * Provision and setup customers on a wide variety of services such as dial-up, DSL, web hosting, e-mail, etc. Essential Knowledge: * Candidate must be highly capable of responding to and resolving a broad range of customer requests for problem resolution and service requests in a timely manner. * Candidate must be able to independently analyze customer requirements/system alerts and develop appropriate solutions to meet expected service levels. * Technical knowledge coupled with effective oral communication skills are a must. * Hands on knowledge of MS Office and other standard desktop applications. * Strong English communication skills. |
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Web: Email: jobs@cybermind.biz Phone: 269-373-6680 |