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  Responding to customer inquiries in a professional and efficient manner
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  Determine the root cause of the equipment/customer problem and apply the appropriate resolution
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  Refer customer calls to an onsite technician if issues cannot be resolved over the phone
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  Order parts and FRUs as appropriate to maximize productivity and minimize downtime
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  Escalate any extended service calls to the appropriate support personnel immediately
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  Act as liaison to the support structure for customers and field technicians for difficult problems and escalate issues/problems as required

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  Document call activity in the system database

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  Complete the necessary steps to ensure customer satisfaction
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  Maintain a productive call quota to ensure efficiency
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  Respond to customer calls as appropriate through the Astea System

Requirements

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  High School Diploma or GED
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  Computer skills, including Microsoft Office, and internet skills for business purposes
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  1 + years experience in a customer service call center environment supporting hardware and software products
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  Positive phone etiquette for business calls
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  Proven technical ability to diagnose and troubleshoot hardware and software issues
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  Strong team player with the ability to work in a team environment
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  Effective verbal, written, and interpersonal communication skills
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  Ability to be patient and work with customer end-user employees in a professional manner
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  Adaptive to change
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  Take ownership of tasks

Benefits

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  Competitive salary
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  Comprehensive insurance offerings including Health, Dental and Vision
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  401(k) matching program

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  Product training