- Expiry Date: 05 December 2021
Roles & Responsibilities:-
Remotely deliver solutions, dispatch service personnel, and when appropriate verify resolution of a customer's issue that has not been escalated.
Work directly with the customer to understand the problem, and /or escalate problem to the next level Following the documented Remote Incident Management Process, position's primary responsibility is to perform Level I technical troubleshooting with end-users of PCs and retail point-of-sale devices (depending on account assignment).
Generates daily and weekly incident reporting; Reviews incident history to determine recurring faults Provide technical phone support on Retail products, systems and various software products.
Provide accurate and creative solutions to user problems of moderate nature to maximize product or system availability.
Take ownership of service request from customer and ensure timely and satisfactory resolution of problem Escalate both internally and externally when required according to defined Escalation Paths Enhance and develop quality support methods and communication skills through coaching feedback, and other developmental approaches Assist in the resolution of user and support issues over multiple user sites to ensure timely distribution of knowledge and cause positive impact on user satisfaction.
Updates work orders and provides status information Research, resolve, and respond to questions received via telephone calls, letters, and call backs in a timely manner, in accordance with current standards.
Communicate with customers through various means (oral, written, electronic) to remotely resolve customer problems Use tools to remotely access customer equipment to diagnose and resolve customer problems.
Record information into the HDS (Help Desk Solution) system Document, verify and make appropriate corrections to the incident record and customer profile; Ensure thorough documentation of problem description and all subsequent activity.
Write knowledge articles based on lessons learned in resolving customer issues. Contribute as a team member.
Coordinate project start up activities; Maintain technical knowledge and expertise associated with multiple applications and hardware specific to individual customer's solution Support less experienced colleagues on the helpdesk through joint working, monitoring, direct feedback and knowledge sharing
Follow all mandatory training courses according to provided timelines Record information into the Incident tracking system (GEMS); Conduct GEMS quality audits and Call Monitoring activities through Verint monitoring tool Manage operations during scheduled shifts using on-hand tools and observations
High School Diploma or equivalent 0-2 years of related experience Advanced knowledge level of Windows 98 2000, NT, XP and Vista.
Advanced knowledge of the Internet including applications and protocols as well standard network monitoring and analyzing tools.
Advanced trouble-shooting skills with MS Office and standard applications (Virus Scanner, Adobe, Zip) High level knowledge of PC hardware equipment and utilization (printers, scanners, modems, network cards).
About ASK:ASK Consulting is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. With 5 nationwide offices, two global delivery centers, and employees in 42 states-ASK Consulting connects people with amazing opportunities
ASK Consulting is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all associates.