[TriLUG] Fwd: Tier I Helpdesk opportunity - Cary, NC (Immediate opening)

[John Broome]

---------- Forwarded message ----------
From: JAY SPENCE <jay at theselectgroup.com>
Date: Tue, May 31, 2011 at 11:13
Subject: Tier I Helpdesk opportunity - Cary, NC - (Immediate opening)
To: John Broome


Position details:



Location: Cary, NC

Pay between 12-14 an hour based on experience

Industry: Health care IT

Duration: 6 month contract to Hire

Top Skill Sets: Troubleshooting software, hardware, networking, and
related diverse technologies



Technical Support Representative



JOB SUMMARY:



The Product Quality Representative (PQR) provides first level support
for hardware and software for over 900 hospital customers.  Support is
provided 7 X 24 to remote end user customers from our Cary, NC
solution center in a queue environment. The PQR responds to incoming
requests and records customer problems and assesses severity in
accordance with quality system requirements.  The PQR performs
troubleshooting of problems and applies product knowledge, analytical
skills and available tools including remote access and product
Knowledge Base to resolve issues in a timely fashion. Problems outside
of the known issues boundaries are escalated and handed to Tier II for
deep analysis and ownership. The PQR will develop broad product
expertise and stay current on feature and patch evolution through a
number of training activities. The PQR will be knowledgeable about the
skills of all the technical support staff so that calls can be
assigned effectively. The PQR will also consider the workload of
technical support staff in making these assignments so that the calls
are distributed as equally as possible.



ESSENTIAL DUTIES AND RESPONSIBILITIES - Other duties may be assigned:



Responsible for creating and maintaining exceptional customer value,
employee value and shareholder value in an environment that is
demanding and fluid due to customer expectations and developments in
product technology or procedures.
Participate in on-boarding checklist activities for new customers
including validating proper remote access setup, confirming proper
training was completed and setting up front expectations as to how
Tech Support is organized and tips on how to leverage self-help tools.
Take initial phone calls from customers that require customer support.
Respond to email and web inquiry queues.
Manage the phone queues to ensure that customers are assisted promptly.
Document customer issues in the HITS customer support tool.
Dialogue effectively with customers to obtain accurate description of
customer issue.
Accurately ascertain and document the priority of the customer issue.
Troubleshoot issues, leveraging product expertise, critical thinking
skills, remote access and Knowledge Base tools to attempt real-time
resolution.
Escalate and hand off issues outside of known issues boundaries to
Product Quality Analysts for resolution.
Determine the appropriate technical staff to resolve customer issue
and route appropriately.
Follow-up with customers as needed.
Review on-call reports from Product Quality Analysts, research status
of issues, and take actions to ensure issue is resolved or re-assign
issue to appropriate staff for resolution.
Assist customers with procedural based tasks
Work with cross-functional teams to identify commonly reported issues
for all product lines supported and update knowledge base accordingly.
Work with Product Quality Analyst to ensure that customer's issues are
being addressed efficiently.
Identify and monitor metrics that would assist the customer support
organization in increasing customer satisfaction.
Alert appropriate customer support staff and management customer cases
that are delinquent and/or situations in which the customer support
team is not meeting customer expectations.
Responsible for processing and documenting  part orders within
compliance of quality system and department policies and procedures
Responsible for processing returned merchandise requests for
customers. This will require determining is parts are under warranty.
Based on warranty status and the part in question, the PQR will ensure
that the customer's requests for returning and obtaining new
merchandise are effectively handled.
Responsible for escalating customer satisfaction issues to senior
staff or management for resolution as necessary
Maintains product knowledge to keep abreast of updates and changes by
continued product training.
Obtains Purchase Orders from customers that do not have active contracts.
Participate in 24x7 support schedule that may include night and
weekend on call shifts.



SUPERVISORY RESPONSIBILITIES:



This position has no supervisory responsibilities





QUALIFICATIONS:



To perform this job successfully, an individual must be able to
perform each essential duty satisfactorily.  The education and
experience requirements are representative of the knowledge, skill,
and/or ability required.  Reasonable accommodations may be made to
enable individuals with disabilities to perform the essential
functions.



EDUCATION AND/OR EXPERIENCE:



Bachelor's degree from an accredited college or university or
equivalent experience in either computer related or business
administration fields of study
A minimum of one - two years' experience in a customer service role,
preferably within a technical call center environment.
Relevant background in providing customer service to end user clients.
Basic computer knowledge and experience with MS Office.
Ability to juggle multiple work assignments during high volume periods
and prioritize urgent support requests with a high level of
responsiveness.
Excellent communication skills dealing with customers over the phone.
Ability to work effectively and calmly in tense situations.
Ability to effectively work within a team environment where team
achievement supersedes individual achievement.



Foundational knowledge in one or more of the following areas preferred:

SQL/Scripting/Reporting Engines/Analytics
Wireless - Enterprise level/managed networks
Networking (TCP/IP, Routing and Switching, Subnets, Security)
Enterprise level hardware (Server/Client OS)
Telephony (PBX/VOIP)
Middleware (Rhapsody, etc.)
HL7



Our clients is looking to move very fast and hoping to have interviews
this week if your interested please contact me at
jay at theselectgroup.com




Jay Spence
jay at theselectgroup.com
919-459-1044