Help Desk​/Customer Service

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Field incoming help requests from end users via phone, email, mail, chat and other media forms in a courteous manner.
• Support products by answering application and feature related questions using various computer applications and technical manuals.
• Provide direct assistance, both written and verbal, on the issue/operation of the customer’s specified product.
• Document all pertinent end user information including complete name, contact information, and complete description of the problem/question and action/resolution completed.
• Apply diagnostic techniques to aid in troubleshooting.
• Assist answering other customer support calls, emails and chats as requested.
• Perform hands-on troubleshooting including but not limited to, installing and upgrading applications/software, programming, setting/re-setting standard features etc.
• Verify troubleshooting techniques to ensure the problem has been adequately resolved.
• All other duties as may be assigned by other members of management.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Sound knowledge of electronic products and how they function.
• Exceptional written and oral communication skills
• Strong analytical and troubleshooting abilities with keen attention to detail and documentation skills.
• Ability to absorb and retain information quickly.
• Working knowledge of a range of diagnostic and troubleshooting techniques.
• Exceptional interpersonal skills, with a focus on report-building, listening, and questioning skills and customer service orientation.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Strong documentation skills.
• Highly self motivated and directed.
• Experience working in team-oriented, collaborative environment.