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Technical Support Help Desk

Company

Alpha Net
Address Austin, TX, United States
Employment type CONTRACTOR
Salary
Expires 2023-05-23
Posted at 1 year ago
Job Description

Role: Helpdesk Support/Technical Support

Location: Austin, TX

Type: Contract

Responsibilities:

  • Answer service desk telephones or Call center experience.
  • Follow up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame.
  • Provide technical support to users for moderately complex computer related technical problems.
  • Identify customer problems and complaints to ensure that inquiries are successfully resolved.
  • Log and track inquiries using an incident management database and maintains history records and related problem documentation.
  • Communicate technical issues over the phone to a variety of customers
  • Resolve or refer highly complex technical problems as appropriate.
  • Assist with KPI performance and ensure the team overall hits its associated SLA targets.
  • Assists the customer in resolving technical problems by providing guidance regarding software and hardware problems.