This role involves providing first-tier technical assistance to internal and external customers, handling a high volume of calls in a call center environment. Responsibilities include troubleshooting hardware, software, and connectivity issues; escalating issues to second-tier support and vendors; and managing customer accounts and online services. The analyst will provide excellent customer service while resolving a wide range of technical issues.
Location: Washington, District of Columbia, Georgia, United States
Responsibilities:
- Oversee the daily performance of computer systems and applications.
- Answer user inquiries regarding computer software or hardware operation to resolve problems.
- Monitor ticket queues, assign tickets to appropriate internal and external support staff, and escalate tickets until resolved.
- Confer with users or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
- Provide technical assistance to both internal and external customers for tier one issues.
- Handle a high volume of calls in a call center environment focused on customer service.
- Troubleshoot hardware, software, and connectivity issues for internal customers.
- Escalate issues to appropriate second-tier support and vendors.
- Provide external customer support including website support, password resets, online account management, and mobile driver's license provisioning.
- Install and perform minor repairs to hardware, software, or peripheral equipment.
Required Skills & Certifications:
- High School diploma or GED
- Six months of experience handling customers, questions, complaints, and/or providing information in a call center environment.
- Bilingual (Spanish)
- Call center experience (2+ years)
- 2+ years' experience performing as Helpdesk Technician with hands-on knowledge in resolving issues with Outlook, MS Office, Win 7 and 10, Active Directory.
Preferred Skills & Certifications:
- Vocational/Technical degree in computer applications, computer technology or a closely related area from an accredited college.
- Knowledge of Apple iOS
Special Considerations:
- Absences greater than two weeks require prior approval from management and provision of contact information. Failure to return by the agreed-upon date may result in dismissal.
- Onsite work is required; remote work is not permitted.
Scheduling:
- The provided text does not specify shift timing or scheduling authority.
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