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Posted: Wednesday, November 22, 2017 2:06 PM

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Description

POSITION PROFILE

The responsibility of the Client Support Specialist is to on-board/off-board Customers for proactive monitoring / management of their IT systems and networks.

JOB DUTIES AND RESPONSIBILITIES

* Provides exceptional customer service during calls with customers.
* May perform multiple sessions with customers concurrently.
* Guides customers through each step of the process and explains clearly so the customer comprehends and follows the steps.
* Performs remote diagnostics, problem solving, installation assistance and system modifications.
* Troubleshoots, repairs or escalates customer support incidents.
* Responds to service tickets promptly, in accordance with established guidelines.
* Provides a timely resolution to the customer questions and problems, escalating issues to management or the Service Delivery Lead, as required.
* Documents customer complaints and escalates unresolved issues.
* Follows up on customer issues to ensure the solutions provided have solved the customer's request and to verify customer satisfaction.
* Accurately maintains associated data, files and records regarding these incidents. Accounts for time spent in all activities (chargeable and non-chargeable) for billing, contract profitability assessment, resource allocation, etc.
* Remotely connects to customer's computers and respects their privacy by requesting access to any folders or applications being accessed for remediation purposes.
* Maintains SLA on all owned cases.
* Maintains Quality cases with minimal mistakes.
* Coordinates with other team members, as needed, to determine how to improve processes.
* Acts as first line of defense on internal alias to assist High Profile, Media or executive escalations.
* Continuously communicates with Service Delivery Lead/Team Manager to identify any negative trends and report on the identified trends.
* Maintains assigned equipment, software and technical data in accordance with department policy.
* Provides sales leads to increase revenue opportunities for the company.
* Determines individual training needs and ensures management is aware of training requirements to grow with the assigned responsibilities.
* Assists in the training and development of fellow Ricoh associates as assigned.
* May occasionally be required to work flexible hours to support special customer needs or to participate in personal training and development activities.
* Must have a good working knowledge of Microsoft Desktop OS, and Microsoft Server OS
* Applies general knowledge of network technologies to customer issues.
* Performs other duties as assigned.

QUALIFICATIONS (Education, Experience and Certifications)

* Requires high school diploma or equivalent experience.
* Typically a minimum of 2 years of IT work experience in computer systems or support with demonstrated working knowledge of basic hardware and software products and problem solving/troubleshooting skills.
* Possesses ability to read & comprehend written technical information in form of technical manuals.
* Knowledge of Microsoft O/S and configuration and Microsoft Exchange/Outlook.
* Requires strong computer skills including knowledge of web-based software platforms and MS Office Suite.
* Demonstrated ability of strong customer relationship skills, problem resolution and improved efficiencies and productivity.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity.


Apply at link: https://www.recruitacommunity.com/srctcb/RTI.home?t=127364&r=5000271013410&rb=BACKPAGE

• Location: District Of Columbia, Washington, DC

• Post ID: 41191417 washingtondc
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