Job Description

Description

Serve as a first point of contact for customers seeking technical assistance over the phone or email

Perform troubleshooting through diagnostic techniques and pertinent questions.

Choose the best solution based on the issue and details provided by customers.

Move the customer through the problem-solving process.

Direct unresolved issues to the next level of support personnel.

Track tickets as they are routed throughout the department to ensure timely completion.

Record events and problems and their resolution in ticketing systems.

Follow-up and update customer status and information.

Provide accurate information on IT products and services.

Pass on any feedback or suggestions by customers to the appropriate internal team.

Identify and suggest possible improvements on procedures.

Acquire and complete proper documentation for hardware and software purchases.

Update inventory records as hardware is purchased.

Assist colleagues with conference/meeting arrangements, travel reservations, and expense report documentation, and other administrative duties as assigned for the position.

Must be able to work in an adaptable and multi-tasking environment and be capable of prioritizing work and de-conflicting task/project schedules.

QUALIFICATIONS
Requires six (6) to twelve (12) months of directly related experience in customer service environment. Purchasing experience is highly desirable for computer software and hardware procurement for the IT Department as needed.

Skills/Knowledge

Demonstrated experience as a help desk technician or other customer support roles.

Tech savvy with a working knowledge of Microsoft Office products.

Ability to diagnose and resolve basic technical issues.

Excellent communication skills over the phone, email, and in person.

Seeks to understand the reasons for customers' choices.

Asks questions to accurately identify customer needs.

Prioritizes work based on customer requests.

Meets customer requirements.

Uses good judgment about whether to act autonomously or to escalate an issue.

Follows-up with customers to ensure problems are solved.

Foster's a customer-focused environment.

High degree of multi-tasking and time management capability.

Proficient with a keyboard (keyboarding).

Work location is in Tullahoma, TN Home Office.

Essential Functions

Physical Requirements of Position: Work may involve sitting or standing for extended periods of time. Position may require filing, typing, and reading from a computer screen. Must have sufficient mobility, included but not limited to: bending, reaching, turning, and kneeling to complete daily duties in a timely and efficient manner. There is a possibility that due to parking availability and location of work, walking moderate to long distances may be required.

Work Environment: Generally an office environment but can involve inside or outside work depending on task. An inside environment may be a cubicle (considerations: close quarters, low to moderate noise, bright or dim lighting). Outside work may include various environmental conditions including warm and cold climates. Needs to be able to work well with co-workers, customer, and all levels of management. No hazards on job or unusual environmental conditions.

Equipment and Machines: Ability to operate office equipment such as a personal computer, printer, copy machine, telephone, fax machine and other equipment including desk supplies and other work-related tools as required.

Attendance: Regular hours will be Monday - Friday 8:00am - 5:00pm. Regular attendance of scheduled hours is extremely important, but not critical, except for deadlines and meetings. Punctuality and regular attendance are necessary to meet deadlines. Must exhibit flexibility of work hours to adjust to surge situations based on critical mission requirements. With exception of approved leave and holidays, attendance is mandatory.

Other Essential Functions: Must demonstrate professional behavior at all times when dealing with customers, management, and co-workers. Must have clear, concise, and accurate communications skills in English, both verbal and written. Grooming and dress must be appropriate for the position and must not impose a safety risk to employees or others. Must maintain a positive work atmosphere by behaving and communicating in a professional manner. Independent personal transportation to office or work site is required. Travel to and from customer's locations and the test fields may be required to support projects. This may involve airline travel. In some cases, accommodations can possibly be made for POV, if necessary. When operating any vehicle for work purposes, must wear seat belt and in addition, no cellular devices are to be used when vehicle is in motion. Must take and pass a drug test and background check. Must put forward a professional behavior that enhances productivity and promotes teamwork and cooperation. Must be able to communicate effectively, both verbally and in writing. Must be able to interface effectively with individuals at all levels of the organization. Must be willing to travel as needed.