HelpDesk – Tier 1 - Representative

Location: Alpharetta, GA
Date Posted: 06-24-2016
HelpDesk – Tier 1 - Representative
Location: Norcross, GA
Employment Type:  Full Time Perm
Company Summary
Our client is the premier partner and unrivaled provider of paper and packaging solutions in consumer and corrugated markets. Their 39,000 team members support customers around the world from more than 250 operating and business locations spanning North America, South America, Europe and Asia.
·         The Tier I Technology Support Analyst responds to IT-related support requests by providing initial diagnosis and if possible, resolution of the issue
·         Escalate more complex problems to other technical support teams and external vendors
·         Provides Tier I support of low to medium complexity working independently to ensure end users receive prompt, courteous and knowledgeable assistance
Customer Advocacy
  •         Handles escalations from callers
  •         Takes ownership of problematic issues and manages until complete
  •         Works with other teams to ensure issues are completed in a timely manner
  • Superb customer service
  • Ability to create and generate reports
  • Intermediate or advanced experience with Excel
  • Courteous, well-spoken individual who can articulate policies, procedures and emphasis with users
  • Technical aptitude and desire to build IT knowledge
Diagnoses Tier I Support Requests 
  • Responds to Tier I Support requests (i.e., telephone, e-mail, support-portal and personnel requests) to resolve technical issues of low to medium complexity.
  • Enters call data into the tracking system to log support requests.
  • Explains service procedures to customers to properly manage service delivery expectations.
  • Utilizes checklists and training to diagnose customer problems and requests.
Researches Tier I Support Requests
  • Identifies recurring and potential problems to escalate notification of situations to senior team members.
  • Researches trouble issues at the direction of senior team members to identify problem root causes.
  • Communicates updates on issues in a timely manner to ensure client satisfaction and productivity.
Resolves Tier I Support Requests
  • Documents problems’ status and resolutions to maintain support history.
  • Resolves application, hardware, and software problems to fulfill customer requests.
  • Works with vendor technical support personnel to develop customer solutions.
  • Maintains awareness of service level agreement targets to help meet and exceed requirements.
  • Transfers all unresolved calls to Tier 2 support and follows up with customer to ensure resolution.
  • Participates in an on-call rotation for off hour support as required.  
Assists with Help Desk Daily Operations
  • Maintains a general understanding of the businesses and function being supported to provide relevant solutions.
  • Provides mentoring and guidance to less experienced personnel to increase their technical knowledge and customer service skills.
  • Assists IT Support Desk Manager in operations matters such as reporting, user documentation, assist with desk side support, etc.
  • Bachelor's degree from a 4-year university (Must Have)
  • 2+ years of Tier 1 technology phone support.
·        Experience with reporting
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