Help Desk/Product Support
ProtectCELL 4 reviews - Novi, MI

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Provide basic support and troubleshooting to customers and staff on applications and in house systems. Interface with customers directly to support and troubleshoot ProtectCELL products. Client contact and a solid understanding of the business process are integral to the success of the role.

Reporting Relationships
The Help Desk technician reports to the Client Services Manager.

Essential Functions
  • Provide support for ProtectCELL mobile applications via phone and email
  • Provide Level 1 help desk support for onsite and remote users
  • Respond to technical calls via phone, email or in person
  • Assist Level 2 support personnel when needed
  • Responsible for routing level 2 tickets to the correct support personnel
  • Develop user guides and documentation
  • Maintain company directory
  • Document resolutions for future reference

Required Knowledge, Skills and Abilities
  • Customer service oriented with excellent follow-up skills
  • Strong verbal and written communication skills
  • Advanced knowledge of Microsoft Office Suite (Outlook, Word, Excel)
  • Microsoft SharePoint Experience a plus
  • Ability to handle multiple tasks and priorities
  • Basic reading, writing, and arithmetic skills required
  • Ability to learn and support new applications
  • Ability to maintain working relationships with internal and external clients
  • Ability to work independently and cooperatively in a team environment
  • Ability to collect, maintain and analyze data
  • Must be able to manage time and determine priorities

Required Education and Experience
  • Associates degree OR equivalent years of work
  • Experience in wireless industry strongly preferred
  • 2 years overall work experience in Information Technology or Customer Service
  • Good knowledge and expertise about the desktop environment
  • Basic knowledge about Network and Server environment

About this company
4 reviews