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Services Support Rep 2
Ref No.: 17-00171
Location: Rochester, New York
Position Type:Contract
Start Date: 01/10/2017
  • Responsible for providing the first-line of post-sales telephone technical support of hardware, systems, sub-systems and/or applications for customers and/or employees.
  • Answers basic questions about installation, operation, configuration, customization, and usage of assigned products.
  • Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
  • Escalates complex problems to the Remote Support Engineering staff or Field Engineering.
  • Typically provides technical support for internal and external customers.
  • Escalates complex problems to higher level of expertise within organization.
Skills and Experience Needed:
  • High School Diploma or GED required.
  • Previous computer technical support experience required.
  • A+, MCP, Dell or other industry identified certifications are preferred.
  • Previous Windows 7 experience necessary.
  • Office 2010 preferred.
  • Successful candidates should possess basic technical skills in the following areas: PC hardware for workstations and laptops, Network troubleshooting, Windows operating systems, and applications such as Microsoft Office/Outlook products and Lotus Notes/ Smart Suite. MAC HW/SW skills also a plus.
  • The ability to communicate effectively both written and oral is imperative, as well as efficient and accurate typing skills.
Required Skills
  • Listening, Experienced
  • Advanced Web Technologies, Conceptual
  • Industry Knowledge, Experienced 
  • Communication - Expert
  • Tolerance for Stress - Expert
  • Decision Making - Advanced
  • Engage with Confidence - Advanced
Additional details:
  • Solid foundation of experience with troubleshooting network and desktop-related problems.
  • Good communication and customer service skills.
  • Understands importance of maintaining performance metrics such as handle time.
  • Understands importance of following set processes, which may not be the same as what they had in prior work experience.
  • Willingness to follow directions from our level-2s.