Help Desk Associate, Call Center
Stewart Business Systems - Burlington, NJ

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DESCRIPTION

Stewart Business Systems is a subsidiary of Xerox. We are the elite sales and service provider of digital document imaging solutions for the entire state of New Jersey and eastern part of Pennsylvania. We're a locally run company trusted by the region's businesses since 1959 and now have the backing of a Fortune 500 company, Xerox. We're headquartered in Burlington, New Jersey and have offices in Princeton, Clifton, Brick, and Willow Grove, PA. Our decentralized management philosophy allows for very responsive and personalized customer service and support. We offer extensive product and service training, excellent benefits, competitive compensation, a positive working environment, and development opportunities.

We are currently looking for a Help Desk Associate to work in our Customer Call Center, troubleshooting and resolving technical service calls prior to dispatching a field service technician.

DUTIES

  • Answer, evaluate, and prioritize incoming telephone, voicemail, and e-mail service requests from customers and technicians to resolve hardware, software, networking, printer functionality, and other product issues.
  • Interview customers to collect information about the service request and lead customers through diagnostic procedures to determine source of errors.
  • Convey a high level of professionalism and efficiency to minimize customer anxiety and maximize customer satisfaction
  • Record and track service requests using ticket and knowledge databases
  • Engage all necessary parties to complete service requests and installations
  • Maintain continuous communication with the customer and update records until the service call is completed to the customer's satisfaction
  • Maintain an up-to-date database of technical manuals, bulletins, firmware, and software for all products.
  • Run reports, track data,and support Management as required.
QUALIFICATIONS

Experience Requirements
  • 1 year of service desk or customer service experience in an IT environment
  • 1 year of diagnosis and resolution of complex networking, hardware and software products
Education Requirements
  • High School Degree or GED
  • MCIT or MCSE certifications are a plus
  • 2 or 4 year technical degree or equivalent experience
Knowledge and Skills:
  • Excellent telephone skills and Customer Service skills are mandatory to win customer trust
  • Knowledge of Windows and MAC Operating Systems
  • Proficiency in Microsoft Office Products
  • Excellent analytical and troubleshooting skills
  • Strong verbal and written communication skills
  • Attentive to details and highly organized to handle more than one responsibility at a time *Answer, evaluate, and prioritize incoming telephone, voicemail, and e-mail service requests from customers and technicians to resolve hardware, software, networking, printer functionality, and other product issues.
  • Interview customers to collect information about the service request and lead customers through diagnostic procedures to determine source of errors.
  • Convey a high level of professionalism and efficiency to minimize customer anxiety and maximize customer satisfaction
  • Record and track service requests using ticket and knowledge databases
  • Engage all necessary parties to complete service requests and installations
  • Maintain continuous communication with the customer and update records until the service call is completed to the customer's satisfaction
  • Maintain an up-to-date database of technical manuals, bulletins, firmware, and software for all products.
  • Run reports, track data,and support Management as required.

Stewart Business Systems - 30+ days ago - save job - block
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