Review and resolve escalated customer problems.
Ensure that Level 1 tickets were opened with the correct descriptions and appropriate level of detail required to resolve.
Ensure that all requests that are forwarded to resolver groups are complete and accurate.
Follow through with resolver groups to track the status of the issues.
Document all actions taken to resolve customer requests in call tracking system.
Provide a second level of support for network and email connectivity, computer operating systems, hardware and software, internally developed applications, midrange (AS/400) operations, tape and backup operations.
Troubleshoot, analyze, resolve track escalate and accurately document hardware, software and technical issues.
Support features, functionality and usage of applications.
Monitor calls, customer wait time, and resolution time.
Adhere to established policies and procedures.
Provide after hours on-call support on a rotational basis.
Set-up new EDI customer relationships, EDI transactions per customer agreement and monitor EDI transactions success/failure.
Provide ongoing EDI support to existing customers and Troubleshoot EDI transaction errors.
Work with internal and external groups to resolve EDI errors.
Address Wireless issues in conjunction with another team member.
-High School Diploma required
-Associates Degree or 4+ years of Service Desk experience and/or Break/fix experience
-Technology certifications: A+ or MCP preferred
-Experience w/ AS/400, computer operations, Wintel support, or network support is a plus
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