Customer Support Associates are responsible for responding to customer requests by diagnosing and resolving problems and for supporting the ongoing technology needs of all employees by providing Level 1 help desk support. They work with a broad range of infrastructure products and basic networking components. They provide maintenance and support for simple to moderately complex client products and work on one or more projects concurrently as a team member.
Customer Support members respond to requests for IT support, logging problems, generating trouble tickets, attempting to diagnose and resolve problems, and if necessary, escalating the problem to the appropriate level of expertise. They are responsible for documenting solutions to problems and developing end-user guidelines. On an ongoing basis, they work to improve customer support processes and practices. In addition, they evaluate and recommend client software and hardware and write proposals for purchasing new or upgraded products.
Individuals in the Customer Support job family require an understanding of the foundation architecture, hardware and software used by the organization. They demonstrate skill in various custom or packaged hardware and software. They have the ability to gather information on issues and have diagnostic capabilities to enable them to describe or resolve problems. These individuals ensure that client needs are addressed and resolved in accordance with service level agreements.
Project Planning:
- May provide input during project planning and requirements phase.
Service Desk:
- First point of contact and day-to-day technical support to end users.
- Responds to Level I support requests via multiple sources.
- Enters call data into the tracking system.
- Interacts with clients in a courteous and professional manner.
- Provides user access service.
- Diagnoses client problems relying mainly on checklists and training.
- Assists clients with recovery issues.
- Escalates problems when necessary.
- Documents problem status and resolution.
Client Technology Support:
- Assists in the deployment of new or upgraded images, software and hardware for multiple clients.
- Configures and installs desktop PCs, peripheral equipment, laptops and other mobile devices.
- Follows established procedures for performing configuration changes, updates and upgrades.
- Performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.
- Provides on-going support of client technology.
Technical Support:
- Provides technical support to meetings that include video conferencing.
- Monitors and communicates system status to internal management.
- Diagnoses and resolves client workstation and mobile device hardware and software issues.
- Assists vendor technical expert to resolve client problems.
Security:
- Maintains passwords and users credentials to assure systems security and data integrity.
- Adheres to the integrity of controls, regulations and guidelines.
Inventory Management:
- Maintains IT inventory management for all IT equipment and/or software in accordance with company policy and procedures.
Service Level Management:
- Collaborates in the development of service-level objectives and takes steps to meet or exceed targets.
- Explains service procedures to clients.
- Follows up in a timely manner to ensure customer satisfaction.
Service Improvements:
- Keeps performance metrics.
- Identifies recurring problems and notifies team members.
Testing:
- Participates in integration and user acceptance testing.
Training:
- May train co-workers on new or existing functionality or services.
Documentation:
- Documents problem status and resolution in tracking log.
- Documents solutions to common problems and responses to frequently asked questions.
- Creates and submits documented resolution to Knowledge Base.
Communications/Consulting:
- Alerts team members about recurring problems.
- Communicates updates on issues in a timely manner to ensure client satisfaction and productivity.
Business Continuity:
- Communicate suggestions on backup and recovery procedures.
Research/Evalutions:
- Gathers data on hardware and software products.
- Researches trouble issues using multiple sources.
- Demonstrated working knowledge of basic hardware and software products and problem solving / diagnostic skills.
- Typically has 1 to 3 years of IT work experience in computer systems or support.
- Willingness and ability to travel domestically and internationally, as necessary.