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Customer Support Technician II

Round Lake, Illinois | Customer Service/Support
Job ID: 91827
Listed on 7/11/2019

KellyMitchell matches the best IT and business talent with premier organizations nationwide. Our clients, ranging from Fortune 500 corporations to rapidly growing high-tech companies, are exceptionally served by our 1500+ IT and business consultants. Our industry is growing rapidly, and now is a great time to launch your career with the KellyMitchell team.

 

Title: Customer Support Technician II

 

Job Description & Responsibilities

  • Resolves technical problems that originate by telephone in a call center/help desk environment.
  • Answers questions related to known software/hardware issues that are moderately complex.
  • Diagnoses, identifies, and isolates problems based upon comments and complaints; may route some calls to available specialists in more complex and difficult cases.
  • Maintains and updates medical records and transportation databases.
  • Alerts management to recurring problems for trend analysis. 
  • Adheres to all environmental, health and safety SOP’s, equipment, policies and procedures, including any department specific requirements. 
  • Provides customers and internal personnel with operational assistance over the phone. 
  • Coordinates exchange of customer's malfunctioning device with operating device when necessary. 
  • Responsible for on-line documentation of all customer contact.
  • Identifies and assists in implementing any changes necessary to manage the accuracy of the troubleshooting trees and reference material. 
  • Proactively and continually seeks enhancements to improve customer interface and equipment reliability. 

 

Skills, Experiences, Knowledge

  • Required: completed High School Diploma or GED; Associates degree preferred but not required. 
  • Required: at least 2-4 years recent and relevant call center/help desk experience. 
  • Ability to work remotely after onsite training
  • Intermediate software application skills required. 
  • Ability to exercise independent judgement and maintain confidentiality is necessary.
  • Good call center experience