About this role
Role Overview
- Diagnose and resolve technical issues, including but not limited to branch video and phone systems, access issues across multiple platforms, and data connectivity for remote users.
- Deliver high-quality support via phone, guiding users through technical solutions while following a structured knowledge base.
- Handle password resets, "how-to" questions, and general inquiries about supported systems.
- Identify, document, and analyze trends to support effective problem resolution and prevent recurrence.
- Assess and prioritize work based on severity, urgency, and impact.
- Follow escalation protocols to ensure unresolved issues are addressed promptly.
- Maintain detailed and accurate records of daily activities, system functions, and user interactions.
- Assist with additional tasks as assigned.
Requirements
- Associate degree in computer science or related field OR 2 years of related work experience
- Previous experience in a call center environment preferred
- Able to use general office equipment