Help Desk Technician

Ask IT consulting; Michigan; On-site; USD 38,000 - 56,000; Full time

Job summary

Ask ITC Inc. in Michigan is seeking a Telephony Analyst and Billing Data Entry Clerk to diagnose and resolve telephony and billing issues, communicate with clients, and take independent action to correct system problems.

You will document, track, and monitor problems, provide status updates, and collaborate with an established team. Proficiency with BMC Remedy, MS Outlook, SharePoint and Changepoint is required, along with the ability to work under limited supervision while meeting SLOs.

Qualifications

• Proven ability to communicate clearly with clients and colleagues.
• Ability to diagnose and resolve billing or telephony-related issues with limited supervision.
• Comfort working in a team and meeting customer service expectations.

Responsibilities

• Identifies, researches, and resolves Telephony Billing Issues. Responds to telephone calls, email and personnel requests for support. Documents, tracks, and monitors the problem to ensure a timely resolution.
• Communicates accurate and useful status updates. Manages and reports time spent on all work activities. Ability to work in a team environment. Years of Experience:

Skills

Communication skills

Independent problem solving

Teamwork

Tools

BMC Remedy

MS Outlook

SharePoint

Changepoint

Job description

Ask ITC Inc. which is backed by a $500 million Microtek group company, provides an industry leading blend of technology, business consulting, and outsourcing services.

Ask IT is a minority-owed enterprise; it has been founded on providing the highest quality possible and on the devotion to customer satisfaction.

Job Description

Services include performing the duties of a Telephony Analyst and Billing Data Entry Clerk for multiple NTS services. Candidates must be able to professionally work with clients while diagnosing technical and billing issues and take aggressive and independent action to correct system issues. Proficiency in service management tools such as BMC Remedy, MS Outlook, SharePoint and Changepoint are also required. Technicians will be part of an established team and trained by senior team members.

Familiar with standard concepts, practices, and procedures within a particular field. Relies on limited experience and judgment to plan and accomplish goals. A certain degree of creativity and latitude is required. Works under limited supervision with considerable latitude for the use of initiative and independent judgment. Ability to function independently by following establishing policies, procedures and practices when handling questions, problems and challenges presented by customers. Ability to flexibly manage work flow operations to meet or exceed SLOs and customer needs and expectations. Ability to make decisions independently and to communicate effectively to peers and management.

• Identifies, researches, and resolves Telephony Billing Issues. Responds to telephone calls, email and personnel requests for support. Documents, tracks, and monitors the problem to ensure a timely resolution. Has knowledge of commonly used concepts, practices, and procedures within a particular field. Answers questions or resolves telephony problems for clients in person, via telephone or from remote location. May provide assistance concerning the use of telephony hardware and software, including ordering and installation.
• Communicates accurate and useful status updates. Manages and reports time spent on all work activities. Ability to work in a team environment. Years of Experience:

Additional Information

All your information will be kept confidential according to EEO guidelines.