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Customer Support Technician
Ref No.: 17-03540
Location: Hopkinton, Massachusetts
Customer Support Technician
Hopkinton, MA
1 Year Contract

Job Description
  • Provides front end non-technical support for the Client Technology's Internal and External Customers.
  • Follows call handling procedures to ensure excellence in customer service.
  • Work hours comprise of shift patterns, weekends, and holidays to cover a 24 X 7 period.
  • Create, research and update service requests.
  • Execute Business Continuity procedures if needed, according to established protocols.
  • Business Continuity to be defined as Disaster Recovery operations due to a variety of reasons, i.e. problems with the network, operating system, telephony, etc.
  • Implement escalation procedures as required.
  • Inspect and influence global process alignment for incident management.
  • Interface with Global support teams and Field personnel.
  • Performs contract entitlement checking and works with customer to establish PO documentation for services if the customer is not entitled for service.
  • Performs Tiered Services enforcement based upon customer's contract level and routes these customers to appropriate service teams.
  • Route service requests to appropriate product support teams.
Education/Experience
  • Strong Customer Support skills
  • Customer focused
  • Prioritization of tasks
  • Sense of Urgency
  • Basic computer skills.
  • Strong communication skills
  • Ability to work in a team environment.
  • Ability to work in a high-pressure environment.
  • Organizational skills
  • Able to adapt to change
  • Troubleshooting/Problem solving skills
  • Ability to multi-task
  • Adaptability; easily adapts to change and new processes
  • Positive influence
  • Education: High School diploma
  • Experience: 0-1 year customer support