Sr Tech Customer Support

Duration: 18 months contract  

Work schedule: Be available to work all shifts (1, 2 or 3) and days (Sun-Sat). They need to be flexible (be able to work all shifts) expecting that they will most likely end up working weekends. 
Will start off the first couple of weeks on 1st shift (8:00am - 4:40pm) M-F 

Responsibilities: 
Communicates varied technical solutions to customers via multiple channels using effective communication, listening and comprehension skills; diffuses angry customers. Fully documents customer interactions in real-time; may author content for review. Solves problems in a timely manner using full understanding of the product functions and features and customer environment. Analyzes and corrects product issues/ malfunctions with intermittent supervision on day-to-day work and general supervision on new assignments. Works on a full range of problems of moderate scope that require selection and/or modification of existing procedures and processes. Manages multiple tickets related a spectrum of technical problems. Collaborates with fellow technicians, engineers and supervisor including the customer's to solve complex problem 


Have a bachelor’s degree or 2 or more years’ experience in a help desk environment. Needs to be technical, understand network basics, be able to troubleshoot networks, have experience with roll-out projects, use a ticketing system (preferable ServiceNow and/or SalesForce), be able to make and take phone calls, be detailed orientated, motivated, be able to work under stress and in a fast paced environment

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