Job description
Knowledge and experience of customer service practices- Technical aptitude with strong PC literacy skills
- Ability to learn and apply technical information in a fast-paced, demanding work
- Able to read, understand, and create technical manuals and procedural documentation
- Able to efficiently create and analyze standard and ad-hoc reports
- Working knowledge of relevant software, hardware, and other equipment; including but
- Desktop OS (e.g. Microsoft Windows)
- Productivity software (e.g. Microsoft Office)
- Printer support (TCP/IP settings, etc)
- Installing network printers and troubleshooting printer connectivity problems.
- Password resets, account activation/deactivation
- Understanding of SMTP, HTTP
- Able to use Remote Sessions (e.g. LogMeIn Rescue, VNC, etc.)
- Web-based productivity software (e.g. Google Apps for business)
- Knowledge of relevant call tracking applications
- Knowledge of ITSM tools, (e.g. ServiceNow, Remedy, etc.)
- Knowledge of mobile device support
REQUIREMENTS
Troubleshoot, analyze, resolve, track, escalate and accurately document various
- Ensure routine tasks are clearly documented and published in the self help tool
- Provides training to users in the use of all hardware and software we support
- Provides friendly, courteous, and quality systems support to all users
- Motivated to meet or exceed all SLA goals
- Respond to incoming telephone calls, voicemail, web-submissions, emails and/or chat
- Track and support all IT equipment needs and reporting
- Provide Level I/II/III technical support (when applicable)
- Monitors open case tickets and works to ensure that set service level agreements are
- Assist with advanced troubleshooting for special projects as directed by the Manager
- Analyze and document customer requests in support tracking system
- Stay current on and adhere to established policies, procedures and documentation
- Run and review custom reports from the asset and ticket management systems
- Coordinate phone & ticket queue activities, including resource assignments
- Design optimization and/or workflow optimization for various tools used within the
- Recommends changes in policies/procedures to the Manager
- Flexibility to directly assist with any other tasks at the discretion or request from
WORK CONDITIONS
Reporting to office location Monday-Friday (Selma, TX)- Ability to successfully lift 50lbs
- Sitting/Standing/Moving for extended periods of time
- Dexterity of hands and fingers to operate a computer keyboard, mouse, and other
- Participate in and facilitate training sessions, presentations, and meetings.
This is an Exempt position, 40 hour per week with occasional overtime required.
Benefits
- Health Insurance: Medical, Dental, Vision, and Prescription Plans
- Flexible Spending Accounts
- Retirement Savings Plan (401K) with company matching.
- Stock purchase plan
- Short- & Long-Term Disability
- Supplemental Life and ADD&D Insurance
- Paid Holidays & Vacation (PTO)
Company:
Texstar Enterprises, LLC ("Texstar") provides project management, construction, and maintenance services for telecommunications providers in the Southwest and Pacific Northwest regions of the United States. We offer a turnkey solution for network deployment that encompasses every aspect of aerial and underground line construction and all associated maintenance.
Headquartered in Selma, Texas. Texstar has been delivering reliable, cost-effective solutions to leading telecommunications providers across the country since 1989. We are fully committed to providing a safe work environment for our employees and continuously strive to exceed the expectations of our customers.
Our Company is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind including, based on disability, and protected veteran status. The Company's policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, genetic information, religion, national origin, age, disability, veteran status, or any other basis protected by applicable federal, state, or local laws.
EEO:Our Company is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind including, based on disability, and protected veteran status. The Company's policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, genetic information, religion, national origin, age, disability, veteran status, or any other basis protected by applicable federal, state, or local laws.
The Company also prohibits harassment of applicants or employees based on any of these protected categories. It is also the Company's policy to comply with all applicable state and federal laws respecting consideration of unemployment status in making hiring decisions. Please visit the following URL to view the EEO is the Law poster and the Supplement. (https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm)
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