IT Customer Support Technician

Title IT Customer Support Technician
Job Type Fulltime
Salary DOE
Location San Francisco, CA

Client Description: Our client is a global leader in enterprise level communication technology.

Position Summary: Provide proactive customer service to internal and external clients to ensure technical support issues are resolved.

Principle Duties and Responsibilities: 

1. Inbound Customer Support

  • Receive telephone calls or emails from customers about technical issues relating to software products.
  • Engage with the customer to understand the issue and either resolve immediately or escalate the ticket where required.
  • Log the call into CRM and document the customer issue and resolution provided.
  • Check the voicemail system for customer calls and respond by contacting the customer.
  • Ensure customers receive a prompt and timely response to their issues.
  • A high level of customer engagement is achieved through providing excellent customer service.

2. Internal Support

  • Respond to technical support requests from internal staff and stakeholders.
  • Disable access to all systems, networks and databases for exiting employees.
  • Ensure new employees are fully functional on their first day of work with all required technology and access to relevant systems, networks and databases.

3. Escalation Management

  • Follow-up with appropriate departments to receive a timely response on escalated tickets.
  • Ensure escalated tickets that are returned to Level 1 are actioned and closed after resolution.
  • Update the ticket in the CRM system.
  • Escalating support issues to your Manager if adequate support is not received from the Software Development and Operations teams to resolve an escalated ticket.

4. Projects

  • Actively participate in projects such as investigating competitor products or emerging technologies, software that may enhance business processes, internal software and hardware audits and other projects as needed.
  • Complete or update documented processes, product information and issue resolutions as required.

Essential/Desired Qualifications:

  • Bachelor’s degree in Information Technology or a related field.
  • Current or previous customer service experience where you demonstrated exceptional customer service skills and the ability to calmly and effectively solve customer problems.
  • Intermediate or Advanced proficiency level with Microsoft Word, Excel and PowerPoint
  • Strong oral communication skills, both oral and written.
  • High level of attention to detail.
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