DUTIES AND RESPONSIBILITIES

  • Assisting customers with the activation and setup of their product and services 
  • Validation of the customer’s entitlement for support (e.g. a Dell customer, account is current, level of support service entitlement);
  • Logging all customer incidents upon receipt into the approved case management system; 
  • Providing support to customers by:

a)      Providing a timely and clear indication of the nature of the incident 

b)      Communicating what steps will be taken to attempt to resolve the incident

c)       Setting the customer’s expectation on what the estimated time to resolve the issue 

d)      Providing any potential short-term alternatives or workarounds to the customer

e)      Making reasonable efforts to ensure the customers understand the information they have been provided 

f)       Resolving customer incidents wherever possible

g)      Escalating customer incidents to Tier 2, where not able to be resolved by Tier 1

 

Minimum Requirements at Hire

  • Demonstrate excellent customer service skills  
  • Solid communications skills (English Proficiency - Verbal and Written) 
  • Excellent Problem solving skills  
  • Experience with and understanding of mail transport fundamentals (POP/IMAP/SMPT), as well as networking fundamentals. Includes, but not limited to knowledge of DNS, Message Trace Tools, MX and SPF Records, Block Lists, SPAM, Email Filtering and Virus Protection.
  • Experience with configuring mail clients (Outlook or other)
  • Good understanding of Active Directory
  • Good understanding of Microsoft Exchange server or other mail systems

Preferred Requirements at Hire

  • MCP/MCSA Certified in at least one of the Windows® Server Operating Systems and one of the following SQL Server, IIS, or SharePoint
  • Microsoft Certified System Engineer certificate 
  • Strong organizational, time management, project management, and negotiation skills 
  • 4 year technical degree or equivalent work experience, plus 1-3years experience in technical support or MIS in an Enterprise environment 
  • Ability to properly use all Microsoft tools including MSSolve, Knowledge Base, Order Entry, Internet and Intranet Resources 
  • Demonstrated technical competence with Windows SharePoint Services, SharePoint Portal Serves, Internet Information Server (IIS), Microsoft Windows, and SQL Server
  • Competencies before handling first interaction/call (verified by Vendor after New Hire Training)
  • Ability to search and understand KB articles to troubleshoot customer issues 
  • Ability to effectively communicate with customer managers and executives on technical and business issues

 

If you are interested in this opportunity, please apply online today.

 

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