Helpdesk Support Agent

Professionally answer support phone calls, eSupport sessions, and support e-mail to provide front-line support and to escalate unresolved incidents to tier 2/3 support representatives. Survey customers by phone and e-mail to ensure a high level of customer satisfaction. Track support statistics and generate customer reports with regard to various "signs of service". Coordinate activities and schedules of support engineers, logging and tracking both billable and non-billable hours. Perform basic network tasks such as create/modify network accounts, passwords, e-mail accounts, etc. Maintain up-to-date client contact directory/database, internal knowledge base, and help with new customer network needs assessments, implementations, and installation processes.

Essential Duties and Responsibilities

• Provide support to DirectPointe Subscribers via eSupport, phone, and/or e-mail. Follows up with end users to ensure complete client satisfaction.
• Record problem/resolution information, inputs key info into Support Knowledge base, and maintains/upgrades knowledge base.
• Perform frequent end-user satisfaction surveys via phone and/or e-mail while recording responses, resolving outstanding issues, and escalating unresolved issues to Technical Engineers.
• Actively communicate Signs of Service to client base including warning alerts, reports, e-mail messages, phone calls, surveys, etc.
• Assist in ongoing assessment and upgrading of network, web, and telecommunications systems.
• Prepare various charts, diagrams, and step-by-step outlines to document processes.
• Assist with network implementation process by helping as required with the needs assessment, creating and deploying standard system images, building and customizing network clients/servers for new customers, backing up customer data prior to installs and restoring data to new systems, and documenting processes and network details.
• Perform other Customer Support related activities as assigned.

Qualifications

• Excellent oral and written communication skills.
• Excellent written and verbal communication skills. Must be comfortable presenting to technical audience.
• Strong interpersonal and problem solving skills required.
• Excellent Customer Service, analytical and organizational skills required.
• Ability to overcome obstacles to obtain results under tight deadlines.
• Ability and initiative to undertake individual projects as well as work in a team environment.
• Internet savvy with good knowledge of Internet space a strong plus.
• Time management and prioritization skills.
• Must thrive in fast-paced, start-up environment.

Education and/or Experience
One year of helpdesk/network administration experience preferred. College degree preferred.

Computer Skills
Working knowledge of computer LAN systems and telecommunications systems. Working knowledge of PCs, servers, routers and various software applications.

Certificates, Licenses, Registrations
A+ & HP/Compaq ASE certifications.

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