Customer Technical Support Representative (Tier 1) - Convergenz
St. Louis, MO
About the Job
Job Description:
***Must be ok with working any of the shifts:
24/7 hour operation 3 shifts
6am-2:30pm CST
2:30pm -10:30pm CST
10:30pm -6:30am CST
Education/Experience requirements:
Experienced with frequent use and application of technical standards, principles and theories. Works under general supervision, providing solutions to technical problems of moderate scope/complexity. Bachelor's (or equivalent) with 2+ years of experience, or a Master's with 0+ years of experience.
Job Description:
Provides advanced technical advice and guidance on installation, adaptation, configuration or enhancement of Company technical products, programs. Performs Tier III problem resolution on the telephone with users, walks the user through a series of steps to determine problem and classify level, priority and nature of the problems and systems. Possesses a wide range of in depth skills and knowledge in computer hardware and software as well as networking systems in use at customer sites. Provides expertise for the resolution of technical problems, troubleshoots products and modifies products to customer requirements. Provides expert and second tier technical support for the installation and repair of complex systems and outages. Reviews system and configurations to ensure successful implementation of services into production. Maintains system stability through advanced analytical techniques, timely resolution of incidents, and proactive maintenance to provide the maximum availability and optimal Mean Time To Repair. Partners with developers and engineers to reduce reoccurring incidents. Provides consultative assistance during off hours as needed. Assist in developing continuous process improvement for support tools, troubleshooting techniques. Collaborate and assist R&D in the testing and optimization of product support techniques and tools. Communicate to appropriate internal personnel of issues at a particular account? Determine the effectiveness of known solutions for the reported problem and apply these solutions as required. Determine severity and complexity of a reported issue and if necessary escalate to the appropriate specialist. Determine the troubleshooting workflow and organize support priorities. Determine severity and complexity of a reported issue and escalate to the appropriate specialist. Provides training to customers.
We are an Equal Opportunity Employer committed to a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, gender identity, national origin, disability, or veteran status. We value diverse perspectives and actively seek to create an inclusive environment that celebrates the unique qualities of all employees.
***Must be ok with working any of the shifts:
24/7 hour operation 3 shifts
6am-2:30pm CST
2:30pm -10:30pm CST
10:30pm -6:30am CST
Education/Experience requirements:
Experienced with frequent use and application of technical standards, principles and theories. Works under general supervision, providing solutions to technical problems of moderate scope/complexity. Bachelor's (or equivalent) with 2+ years of experience, or a Master's with 0+ years of experience.
Job Description:
Provides advanced technical advice and guidance on installation, adaptation, configuration or enhancement of Company technical products, programs. Performs Tier III problem resolution on the telephone with users, walks the user through a series of steps to determine problem and classify level, priority and nature of the problems and systems. Possesses a wide range of in depth skills and knowledge in computer hardware and software as well as networking systems in use at customer sites. Provides expertise for the resolution of technical problems, troubleshoots products and modifies products to customer requirements. Provides expert and second tier technical support for the installation and repair of complex systems and outages. Reviews system and configurations to ensure successful implementation of services into production. Maintains system stability through advanced analytical techniques, timely resolution of incidents, and proactive maintenance to provide the maximum availability and optimal Mean Time To Repair. Partners with developers and engineers to reduce reoccurring incidents. Provides consultative assistance during off hours as needed. Assist in developing continuous process improvement for support tools, troubleshooting techniques. Collaborate and assist R&D in the testing and optimization of product support techniques and tools. Communicate to appropriate internal personnel of issues at a particular account? Determine the effectiveness of known solutions for the reported problem and apply these solutions as required. Determine severity and complexity of a reported issue and if necessary escalate to the appropriate specialist. Determine the troubleshooting workflow and organize support priorities. Determine severity and complexity of a reported issue and escalate to the appropriate specialist. Provides training to customers.
We are an Equal Opportunity Employer committed to a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, gender identity, national origin, disability, or veteran status. We value diverse perspectives and actively seek to create an inclusive environment that celebrates the unique qualities of all employees.
Source : Convergenz
