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Description
The Customer Service Advocate Tier I (Service Desk Analyst) will support NTG’s clients with IT user issues using various equipment and applications. The Customer Service Advocate is responsible for demonstrating service excellence to all customers while providing technical assistance on submitted tasks. Customer Service Advocates will balance technical problem-solving skills, out-of-the-box thinking, and service excellence to ensure that customers become “Raving Fans”.
Hours of Work:
This is a full-time or part-time position. Days and hours of work vary. Nights, evenings and weekend work are required as job duties demand.
Responsibilities:
• Provide outstanding service to clients/customers, both internal and external.
• Handles incoming queries and helps requests from end users, via submitted CRM tickets, email, or phone.
• Assists end user with troubleshooting and resolving desktop, network and application-related problems including problems with passwords, printers, email, anti-virus programs and POS software.
• Take detailed notes of the problem the user is experiencing and determines the steps that can be taken to get the issue resolved.
• Triages and/or resolves end-user problems within scope of responsibility.
• Escalates user support requests to higher-level IT resources, providing adequate notes regarding problem and the steps already taken to try to resolve.
• Assumes responsibility for customer service requests from open to close.
• Maintains detailed records of user issues to help diagnose future issues.
• Performs system tests and updates after troubleshooting takes place.
• Executes notification processes to management and clients during service disruptions and facilitate escalation.
• Configures computers and network devices.
• Maintains department-wide operations such as creating, editing and maintaining IT documents.
• Supports the creation of detailed documents on customer networks and systems.
• Provides on-site support if needed.
• Proactively monitors IT tools to prevent possible future user issues.
• Occasional travel to customer sites when needed
• All other tasks as assigned.
Requirements
• High School education or equivalent required; undergraduate education and work experience in entry level IT are preferred but not required.
• 6 months to one-year experience in a help desk/call center environment (preferred).
• Knowledge of Windows PC hardware and OS support.
• Basic network, LAN & WAN, troubleshooting
• Experience using call tracking system (preferred)
• ITIL Foundations Certification (preferred or must obtain within 3 months of hire date)
• A+ Certification or equivalent (preferred or must obtain within 3 months of hire date)
• Strong organizational skills and the ability to prioritize workload in order to manage goals and meet deadlines through collaboration and teamwork.
• Excellent analytical and problem-solving skills.
• Must have excellent attention to details and good-record-keeping skills.
• High level of interpersonal skills with demonstrated poise, tact and diplomacy.
• Strong professional skills when dealing with customers or partners.
• Excellent communication skills, written and verbal, with the ability to clearly communicate issues to all levels of management.