Salary

$16 - $18 Per Hour

Job Type

full-time

Posted

27 days ago

Location

Description

Job Purpose:
Provides technical support to callers by researching and answering telecommunications questions; resolving problems; providing resources.

Duties:
* Understands caller telecommunications issues by listening to problems and concerns; leading caller through problem-identification protocols.

* Resolves issues by researching documentation; troubleshooting hardware, software, or feature problem; guiding client through corrective steps; escalating problems to second level; tracking status of problems and solutions.

* Establishes service by walking callers through new installations and configurations.

* Improves caller capabilities by providing additional documentation; recommending training courses.

* Maintains help desk database by entering caller statistics, inquiries, and responses

* Avoids legal challenges by monitoring compliance with service agreements.

* Improves help desk results by recommending changes in information and processing.

* Updates job knowledge by tracking and understanding emerging practices and standards; participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.

* Enhances department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

* Maintain client documentation using Visio and MS CRM Tools

Skills/Qualifications:
Customer Service, Customer Focus, Telecommunications Knowledge, Technical Understanding, Emotional Control, Patience, Professionalism, Objectivity, Listening, Presenting Technical Information, Multi-tasking

About the Company

Company Logo IT Authorities
Company Logo IT Authorities
Company Logo IT Authorities
Company Logo IT Authorities

IT Authorities

Founded in 2006, IT Authorities is a Tampa based Managed IT Services Provider (MSP) serving clients throughout the United States. IT Authorities has been recognized as Best Places to Work - Tampa Bay Business Journal; Top 100 Cloud Providers in the World - TalkinCloud; Best Company to Work for in Florida - Florida Trend Magazine; Best Companies for Leaders – Chief Executive Officer Magazine; Inc. 500/5000 Fastest Growing Private Companies in America – Inc. Magazine; Tampa Bay “Fast 50” – Tampa Bay Business Journal.

Company Size

20 to 49 employees

Industry

Computer/IT Services