REMOTE-Full Time, 8am-5pm, Contact Center Technical Support Role

Job Description

General Function:

Responsible for providing end user support and software, hardware, and network assistance. Relies on experience and judgment as well as pre-established procedure and instructions to identify, research and resolve technical problems presented through Level I, II and III (when possible) Help Desk tickets. Documents, tracks and monitors the problem to ensure a timely resolution.

Essential Duties & Responsibilities:

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this position.



  • Troubleshoot and resolve trouble tickets related to technical difficulties with hardware, software, and the network.
  • Triage Level II and Level III trouble tickets


  • Resolve Network switch and connectivity issues
  • Collaborate with development staff to recreate problems in the test environment
  • Verify issue resolution on the customer's behalf
  • Verify with the customer that the issue has been resolved and update the ticketing system
  • Interface with infrastructure, database, and development personnel


  • Communicate plan, progress, and issues in a timely manner
  • Actively contribute to ongoing process improvement
  • Performs other duties or special projects as assigned
  • Ability to complete multiple simultaneous projects in a timely manner




Supervisory Responsibilities:

  • None


Physical and Mental Demands

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



Physical Demands
While performing the duties of this class, employees are regularly required to sit; talk or hear, in person and by multi-media; use hands to finger, handle, feel or operate standard office equipment; and reach with hands and arms. Employees are frequently required to walk, stand and move about to accomplish tasks, particularly for long distances or moving from one work site to another. Must have ability to ascend and descend stairs. Specific vision abilities required by this job include close vision and the ability to adjust focus.



Mental Demands
While performing the duties of this class, employees are regularly required to effectively use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; use math and mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple, concurrent tasks; and interact with colleagues, Clients and Vendors. Specific incumbent must maintain composure in a fast paced, high quality environment where personal and team accountabilities are the defining factors.



General office environment

Work is generally sedentary in nature, but may require standing and walking for up to 10% of the time. Work is generally performed within an office environment, with standard office equipment available.

Requirements

Minimum Knowledge, Skills and Abilities required: Bachelor's degree from a four-year college or university preferred 2+ years customer support/help desk experience preferred Strong communication, interpersonal, and analytical skills Ability and desire to provide excellent customer-service to internal customers Working knowledge of MS operating systems and applications Ability to work independently and in a dynamic environment

Hiring in the following location(s):

Greenville, SC

Position Type

Reg. Full-time Benefitted

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