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.
Requirements
- Associate degree in computer science or related field OR 2 years of related work experience
- Work Environment: Maintain a professional remote workspace with high-speed internet access.
- Technical Skills: Proficient in relevant technologies and tools, with the ability to follow technical instructions.
- Schedule Flexibility: Availability to work occasional weekends and holidays for support coverage.
- Previous experience in a call center environment preferred.