The Support Technician will be a vital link between our information technology capacity and our clients and end-users. Serve as first-tier support for technical assistance including desktop, laptop, and mobile devices. They must be customer-oriented and possess the patience to deal with difficult customers. Must be energetic and self-motivated.
ACTIVITIES/TASKS/SCOPE
- Serve as the first point of contact for customers seeking technical assistance over the phone or email
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution to the problem based on the details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events, problems, and their resolutions in ticket logs
- Follow-up and update customers with resolution status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements in procedures
- Other duties as assigned
PERFORMANCE MEASURES
- Customer satisfaction.
- Yearly evaluation and comparison to set annual goals.
- Energy level, productivity, and competency.
COMPETENCIES
- Customer-oriented and cool-tempered
- Proven experience as a help desk technician or other customer support role
- Tech-savvy with working knowledge of office automation products, databases, and remote control
- Good understanding of computer systems, mobile devices, and other tech products
- Ability to diagnose and resolve basic technical issues
- Excellent communication skills
- Proficient in English
- Contributing to Team Success.
- Ability to appropriately manage workload (Time Management)
- Communication
EDUCATION/EXPERIENCE
- Exceptional customer service skills.
- A history of providing exceptional customer service to a diverse group of customers.
- Technical Degree Preferred.
CERTIFICATION/OTHER SKILLS AND ABILITIES
- Good problem-solving skills.
- Deductive reasoning.
- Time management.
- Good verbal, non-verbal, and written communication skills
Job Type: Full-time
Pay: $21.31 - $25.67 per hour
Expected hours: 40 – 50 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
Experience level:
- 1 year
- 2 years
- 3 years
- 4 years
- 5 years
Schedule:
- 8 hour shift
- Monday to Friday
Experience:
- Help desk: 2 years (Preferred)
- Windows: 2 years (Preferred)
Ability to Commute:
Ability to Relocate:
- Katy, TX: Relocate before starting work (Required)
Work Location: In person