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Customer Support Technician
Ref No.: 18-13537
Location: Largo, Illinois
Start Date: 10/11/2018
Description:

late 2nd shift 1600-0000 Thursday-Monday, (Tuesday and Wednesday off)
Ability to work remote after initial 2 months of training.

Summary
Resolves technical problems that originate by telephone in a call center/help desk
environment. Answers questions related to known software/hardware issues that are
moderately complex. Diagnoses, identifies, and isolates problems based upon comments
and complaints; may route some calls to available specialists in more complex and difficult
cases. Maintains and updates medical records and transportation databases. Alerts management to recurring problems for trend analysis.

Essential Duties & Responsibilities
- Adheres to all environmental, health and safety SOP's, equipment, policies and procedures,
including any department specific requirements.
- Provides customers and internal personnel with operational assistance over the phone.
- Coordinates exchange of customer's malfunctioning device with operating device when
necessary.
- Responsible for on-line documentation of all customer contact.
-Identifies and assists in implementing any changes necessary to manage the accuracy of the
troubleshooting trees and reference material.
- Proactively and continually seeks enhancements to improve customer interface and
equipment reliability.

Qualifications
Intermediate software application skills required.
Ability to exercise independent judgement and maintain confidentiality is necessary.

Education and/or Experience
Associates degree or equivalent experience required.
Plus 2-4 years related experience required.