Level 2 Help Desk / Tech Support

Buffalo, NY 14201

Posted: 10/12/2018 Employment Type: Contract to Hire Industry: IT Job Number: 1173 Pay Rate: Negotiable

LHTS is seeking a Level 2 Help Desk Tech Support consultant.

Responsibilities Include:

  • Answer questions and inquiries from customers via the Telephone, Email and Chat, using established fact-finding procedures, customer service methodologies, knowledge of pertinent processes and procedures, and familiarity with software applications.  
  • Provide timely and complete resolution of user problems/issues with customer satisfaction being the goal; customers may be any technology user across (unit, divisional, or corporate staff and management)
  • Gather data on customer issues and conducting test case scenarios to confirm and understand root problem/issue cause(s); this assists in selecting the most appropriate problem solving technique for the situation; problems and issues suspected of impacting many, or all, other customers will be escalated to the Customer Service Manager for handling
  • Track and investigate customer calls through a ticketing system (currently HEAT); documenting problem solving techniques in an automated knowledge-base tool (currently SharePoint)
  • Participate in on-the-job training to increase and maintain job competency in the areas of dealing with difficult customers, business writing and presentation skills, computer technology, and coping with workplace stress
  • Demonstrate listening and questioning skills to uncover all aspects of problems (for complete resolution and customer satisfaction)

Requires Skills Include:

  • Minimum 5+ years tech support experience
  • Minimum 1+ years’ customer service experience.

Requires Skills Include:

  • Minimum 5+ years tech support experience
  • Minimum 1+ years’ customer service experience.

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