Technical/Help Desk Support

Collabera; Mason (OH); On-site; USD 17,047 - 24,280; Full time

Job summary

A leading IT staffing firm is looking for a Technical Support Representative in Mason, OH. The successful candidate will provide technical support to customers, diagnosing issues, and ensuring prompt resolutions. This role demands excellent communication, organizational skills, and previous customer service experience. Working hours include evenings and weekends, and the role offers a pay rate of $15.00/hour. An enriching experience with opportunities for growth awaits the qualified candidate.

Qualifications

• Experience in a Point of Sale environment or retail preferred.
• Direct involvement in customer service experience.

Responsibilities

• Provide timely technical support to Resolution Center customers.
• Diagnose and resolve problems using remote diagnostics.
• Interpret error messages and manage service calls.

Skills

Excellent written & oral communication skills

Problem resolution - troubleshot software/hardware issues

Superior organizational skills

Pleasant phone manners

Computer hardware and software knowledge

Job description

Collabera is ranked amongst the top 10 Information Technology (IT) staffing firms in the U.S., with more than $550 million in sales revenue and a global presence that represents approximately 12,000+ professionals across North America (U.S., Canada), Asia Pacific (India, Philippines, Singapore, Malaysia) and the United Kingdom. We support our clients with a strong recruitment model and a sincere commitment to their success, which is why more than 75% of our clients rank us amongst their top three staffing suppliers.

Not only are we committed to meeting and exceeding our customer’s needs, but also are committed to our employees’ satisfaction as well. We believe our employees are the cornerstone of our success and we make every effort to ensure their satisfaction throughout their tenure with Collabera. As a result of these efforts, we have been recognized by Staffing Industry Analysts (SIA) as the “Best Staffing Firm to Work For” for five consecutive years since 2012. Collabera has over 40 offices across the globe with a presence in seven countries and provides staff augmentation, managed services and direct placement services to global 2000 corporations.

For consultants and employees, Collabera offers an enriching experience that promotes career growth and lifelong learning. Visit www.collabera.com to learn more about our latest job openings.

Awards and Recognitions

• Staffing Industry Analysts: Best Staffing Firm to Work For (2016, 2015, 2014, 2013, 2012)
• Staffing Industry Analysts: Largest U.S. Staffing Firms (2016, 2015, 2014, 2013)
• Staffing Industry Analysts: Largest Minority Owned IT Staffing Firm in the US.

Job Description

Job Title: Technical Support Representative

Location: Mason, OH

Duration: 6+ months

Pay Rate: $15.00/ hour

GENERAL FUNCTION:

Responsible for providing technical support in a timely, consistent, and courteous manner to all Resolution Center customers in the operation of their computer systems for approved applications. Provide assistance in resolving most problems of hardware and supported applications, and explaining these resolutions in a clear, concise manner.

MAJOR DUTIES AND RESPONSIBILITIES:

• Responsible for providing technical support in a timely, consistent and courteous manner to all Support Center customers in the operation of supported systems for approved applications.
• Responsible for diagnosing/resolving problems through both questioning techniques and through the use of remote diagnostics.
• Assists by giving correct resolutions in a clear, concise and courteous manner.
• Interprets error messages from system software or application programs; initiates required actions.
• Places necessary service calls and follows through to completion with both service contractor and Support Center Customer.
• Escalation of unresolved calls to second level support (both internal and external) and follows through to completion.
• Quality Assurance: Assist with proofing documentation/procedures relating to supported systems.
• Software Updates: Responsible for coordinating the installation of new software releases from the Beta Test phase through implementation.

ADMINISTRATIVE RESPONSIBILITES:

• Development of procedures for Support Center
• Record all communication relating to associates: questions/problems into call tracking.
• Proofing and testing of procedures prior to implementation.
• Assist in training users in the operation of the supported systems
• Flexibility to work varied schedules, including evenings and weekends as scheduled.

Qualifications

SKILLS & QUALIFICATIONS:

• Excellent written & oral communication skills
• Problem resolution - Able to troubleshot computer software/hardware issues over the phone
• Superior organizational skills with a strong attention to detail
• Pleasant phone manners
• Computer hardware and software knowledge

EXPERIENCE:

• Point of Sale environment/retail experience preferred
• Direct involvement with customer service experience

Additional Information

Training Schedule: 9AM-5:30PM

The initial classroom training hours are 9:00am-5:30pm and this is the shift during training process as well (approx. 1-2 wks).

After that, range of shifts based on business needs. That could range from 9-5:30 up to and including 3pm-midnight.

Most likely not work the same scheduled hrs. each day.

Schedules are posted in advance, so if there are any scheduling restrictions, please let is know ahead of time before we schedule you for in person interview.

WEEKEND HOURS: Associate will be placed in a weekend rotation that could potentially include both Saturday and Sunday on a rotating basis. The opportunity to work both Saturday and Sunday consistently is available if preferred. HOURS OF OPERATION: Monday – Friday, 8am-Midnight Saturday: 9am-10pm Sunday: 10am-10pm