PRM Tier 2 Tech Intern

Responsible for delivering the highest level of customer care while responding to product application and technical support questions from customers regarding the company’s software.

• Upgrading clients to new versions of the product.
• Apply Hot Fixes to current version of the product
• Identify, troubleshoot, research, and resolve customer issues in a timely manner.
• Document and escalation issues and workflows to appropriate to peers when necessary.
• Manage/work cases in a timely fashion to maintain high customer satisfaction.
• Other duties as specified by management.

• Advanced experience with Windows
• Strong knowledge of Networking

• Must be able to multitask and demonstrate attention to detail.
• Must be self-motivated and able to work independently with little management or in a team setting.
• Must have a sense of urgency and be able to prioritize and plan daily activity.
• Must be a fast learner and able to grasp new concepts and workflows.

• Must be able to make timely sound and accurate judgment when needed.
• Must be able to handle high stress situations and demonstrate persistence and overcome obstacles.

• Excellent communication, customer service, and organizational skills.
• Ability to communicate clearly and effectively with customers and internal staff both written and verbally. This includes correct spelling a proper grammar.
• Must speak confidently and persuasively in positive or negative situations.

• Attention to detail and advanced analytical and problem-solving skills is expected.

• Moderate to Advanced knowledge of MS Office products.
• Strong knowledge of Microsoft Operating System.

• May require sitting for long periods of time; also, stooping, bending, and reaching for files and supplies.
• Requires manual dexterity sufficient to operate a computer keyboard, answer a telephone, and run a copier and other office equipment as necessary.
• Employee must participate to help maintain the desirable work environment created by the management and company officials.

Equal Opportunity Employer
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