Help Desk/Customer Service - Dover - TeleSearch Staffing Solutions

    TeleSearch Staffing Solutions
    TeleSearch Staffing Solutions Dover

    3 days ago

    Description
    About the Job
    ESSENTIAL DUTIES AND RESPONSIBILITIES:
    • Field incoming help requests from end users via phone, email, mail, chat and other media forms in a courteous manner.
    • Support products by answering application and feature related questions using various computer applications and technical manuals.
    • Provide direct assistance, both written and verbal, on the issue/operation of the customer's specified product.
    • Document all pertinent end user information including complete name, contact information, and complete description of the problem/question and action/resolution completed.
    • Apply diagnostic techniques to aid in troubleshooting.
    • Assist answering other customer support calls, emails and chats as requested.
    • Perform hands-on troubleshooting including but not limited to, installing and upgrading applications/software, programming, setting/re-setting standard features etc.
    • Verify troubleshooting techniques to ensure the problem has been adequately resolved.
    • All other duties as may be assigned by other members of management.
    QUALIFICATIONS & EXPERIENCE:
    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
    • Sound knowledge of electronic products and how they function.
    • Exceptional written and oral communication skills
    • Strong analytical and troubleshooting abilities with keen attention to detail and documentation skills.
    • Ability to absorb and retain information quickly.
    • Working knowledge of a range of diagnostic and troubleshooting techniques.
    • Exceptional interpersonal skills, with a focus on report-building, listening, and questioning skills and customer service orientation.
    • Ability to effectively prioritize and execute tasks in a high-pressure environment.
    • Strong documentation skills.
    • Highly self motivated and directed.
    • Experience working in team-oriented, collaborative environment.

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