Posted: Friday, January 5, 2018 2:40 PM
Under supervision, assist customer with tier one issues or forward to second tier support for issues beyond subject matter expertise. Work and communicate with state employees, internal customers, and/or external customers to provide information and services targeted to meet customer expectations.
Job Duties and Responsibilities
:Analyzes information to determine nature and extent of customer requirements and concerns
:May serve as liaison between customers and technical staff in implementation and development of business process automation
:Provides ongoing operational and user assistance to address application problems, provide on:call application support and assist users with application operations
:Responds to internal and external customer concerns regarding web site.
:Receives additional training, as required, to gain full proficiency and experience in all areas
:May perform clerical duties in support of the unit
:Provides information and answers to inquiries from external customers regarding all aspects of specific program area of unitPerform other assignments as required.
Minimum Training and Experience
:High school diploma or GED and Six months of experience handling customers, questions, complaints, and/or proving information.
Preference will be given to applicants who in addition to meeting the minimum qualification possess the following:
:Knowledge of office365
:Excellent customer service
:Competency in MS Office Suite
:Knowledge of running diagnostic tests
:Demonstrates ability and desire to learn Organization, Department, and Facility:specific applications, technology, and terminology.
:Demonstrated ability to learn customer support processes and techniques.
:Strong analytical skills.
:Ability to solve problems.
:Knowledge of REMEDY Ticketing tool
:Prior experience with Airwatch, AT and T Verizon wireless devices and installation
:Competency in call center tracking tools
:Prior experience supporting customers in use of application software.
:Proficiency in using support software tools.
:Customer service orientation and/or prior customer service training
• Location: Atlanta
• Post ID: 89246987 atlanta