Tier 2 Technical Support Representative

Professionally answer support phone calls, support requests, and e-mail to provide front-line support and to escalate unresolved incidents to Tier III support representatives. Survey customers by e-mail to ensure a high level of customer satisfaction. Coordinate activities and schedules of support engineers, logging and tracking both billable and non-billable hours. Perform various levels of support for residential customers, including email configuration, system optimization, virus and spyware removal, MS Office support and security suite configuration. Maintain up-to-date client contact directory/database, internal knowledge base, and help with new customer needs assessments, implementations, and software solutions.

Essential Duties and Responsibilities

• Be familiar with all Microsoft Windows, Office, Browsers and other common PC applications.
• Be familiar with the Consumer Division software tools, and use with connecting and interacting with customers’ computers.
• Provide non-PC Care subscribers with responsible advice on the best solution to their problem, given their needs and circumstances and availability of Knowledgebase information.
• Provide first-level support to non-PC Care subscribers via remote support, phone, and / or email in a timely fashion.
• Educate and offer customers the PC Care subscription.
• Record, document, and escalate problems outside the scope of knowledge, and Knowledgebase, to Tier III Technical Support Representatives.
• Effectively interact with other Consumer Division and DirectPointe teams, external solutions providers, and customers.
• Follow up with end users to ensure complete satisfaction.
• Research, evaluate, and recommend HelpDesk-related hardware / software for internal systems, helping the Company provide process and plan for the future.
• Perform other Customer Support-related activities assigned.

Qualifications

• Excellent written and verbal communication skills.
• 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, environment.

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

Computer Skills
Working knowledge of common residential computing environments including email, web browsers, MS Windows, MS Office, printers, and home networking. Strong familiarization with virus and spyware removal.

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