Job Summary
• This role is responsible for addressing customer concerns using established protocols and occasional discretionary judgment, resolving simple to moderately complex technical problems, and providing comprehensive responses regarding products and services. The role initiates proactive customer assistance, collaborates for tailored solutions, and adheres to company standards while completing routine to moderately complex tasks. The role assists in process implementation, supports operational plans, and contributes to knowledge sharing within the team.
Responsibilities
• Operates within established protocols and employs documented procedures to address customer concerns, with occasional discretionary judgment to complement the outlined process.
• Resolves simple to moderately complex technical problems encompassing hardware and software through incoming customer interactions and proactive notification systems.
• Provides comprehensive responses to questions about services, products, technical matters, and customer relations, including features, specifications, and repairs, for both current and obsolete products, components, and options, in alignment with customer entitlement, such as more complex warranties.
• Initiates proactive customer assistance aimed at preventing or minimizing the occurrence of problems.
• Recommends tailored customer solutions through effective collaboration with various stakeholders.
• Provides valuable input to customer solution offerings, aligning recommendations with specific requester needs.
• Acquires job skills, becomes familiar with company policies, and completes routine to moderately complex assignments/tasks, while making suggestions for continuous improvement.
• Adheres to established company, legal and regulatory standards, and guidelines, and ensures confidentiality in all dealings with company data.
• Assists in implementing new processes, supports department-level operational plans, and shares technical information with colleagues and clients.
• Solves defined problems using established procedures, and delivers basic technical, administrative, or operative tasks under direct instruction and close supervision.
Education & Experience Recommended
• Any Graduation and work experience or demonstrated competence.
• Typically has 1-3 years of work experience, preferably in remote support, telephone support, Internaltion voice process, technologies and customer environments, or a related field.
Preferred Certifications
NA
Knowledge & Skills
• Active Directory
• Agile Methodology
• Automation
• Computer Hardware
• Computer Science
• Desktop Support
• Help Desk Support
• Information Technology Infrastructure Library
• Issue Tracking
• IT Service Management
• Linux
• Microsoft Azure
• Microsoft Office 365
• Microsoft Windows 10
• Operating Systems
• Peripheral Devices
• Scripting
• ServiceNow
• Technical Support
• Windows Servers
Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity
Impact & Scope
• Impacts immediate team and acts as an informed team member providing analysis of information and limited project direction input.
Complexity
• Works on assignments that are routine to moderately complex in nature and require basic problem resolution.
Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.