Technical Support

Position Details :

Industry: (Eye Wear Company)

Location: Mason - OH

Job Title: Technical Support

Duration: (3-6) Months (possible extension)

Hours: 12 AM to 8:30 PM 

Roles and Responsibilities:

GENERAL FUNCTION: Responsible for providing technical support in a timely, consistent, and courteous manner to all Resolution Center customers in the operation of their computer systems for approved applications. Provide assistance in resolving most problems of hardware and supported applications, and explaining these resolutions in a clear, concise manner. 

MAJOR DUTIES AND RESPONSIBILITIES: 

• Work includes assisting customers via telephone and VNC (Virtual Network Computing) access with service and support issues

• Responsible for providing technical support in a timely, consistent and courteous manner to all Support Center customers in the operation of supported systems for approved applications. 

• Responsible for diagnosing/resolving problems through both questioning techniques and through the use of “remote diagnostics.” 

• Assists by giving correct resolutions in a clear, concise and courteous manner. Interprets error messages from system software or application programs; initiates required actions. 

• Places necessary service calls and follows through to completion with both service contractor and Support Center Customer. 

• Escalation of unresolved calls to second level support (both internal and external) and follows through to completion. 

• Quality Assurance: Assist with proofing documentation/procedures relating to supported systems.

• Software Updates: Responsible for coordinating the installation of new software releases from the Beta Test phase through implementation. 

• Administrative Responsibilities: - Development of procedures for Support Center. - Record all communication relating to associates’ questions/problems into call tracking. 

• Proofing and testing of procedures prior to implementation. - Programming of diskettes for tax changes, bank account updates and defective diskettes -Assist in training users in the operation of the supported systems -Flexibility to work varied schedules, including evenings and weekends and to carry emergency paging devises as scheduled. 

• COMMUNICATIONS WITH OTHERS – INTERNAL: All Home Office, Store, and Field Management associates. 

• COMMUNICATIONS WITH OTHERS – EXTERNAL: -Computer Maintenance Support Vendors - Software Support from Vendors. 

• SPECIFICATIONS – KNOWLEDGE AND SKILLS: -Strong communication skills, both oral and written - Good problem solving skills - Good organization skills with a strong attention to detail -Pleasant phone manners -Computer hardware and software knowledge -Strong Customer Service orientation. 

• SPECIFICATIONS – EXPERIENCE: Point of Sale environment/retail experience preferred. Direct involvement with customer service experience. 

• Computer systems experience. 

• EDUCATION High School required; College experience preferred

Technical Support, Customer Representative

To know more about the position, please contact:

Abhinav singh

973-637-1957