Customer Support Representative/ Help Desk Support
Location: Chesapeake, Virginia
Date Posted: January 03, 2013
Shift is 8am-4pm M-F with rotating Sundays
A Customer Service Representative traditionally provides initial support for customer requests via telephone, email, fax, or other available means of contact to the Support Center. Quickly assesses the user's issue and provides first level support for problem resolution. Documents information specific to the resolution and escalates unresolved issues expeditiously to the appropriate area. Requires familiarity with most MS Office and other industry standard applications as well as good working knowledge of laptop and desktop functionality. Acts in a consultative manner to less tenured peers. Requires the ability to recognize operational challenges and suggest recommendations to management, as necessary. Works under moderate supervision and typically reports to the Customer Service Supervisor.
Major Job Responsibilities: 1. Answer incoming calls and requests, troubleshoot, solve problems and provide resolution to supported users within the contracted scope of support for each client. Document all case information into a Resolution System.
2. Follow through with users whose issues are not closed on initial contact, which may include additional communication to the user, a supervisor, or other support areas within the team; i.e. Hardware Liaison, Technical Liaison, etc.
3. Performs Administrative Support Functions: -Documentation of all case information and updates as information becomes available -Identify and document troubleshooting techniques/steps
4. Assist in QC and/or distribution of client databases or software, as needed.
5. Respond to miscellaneous request and research from internal staff as directed by the Supervisor