Client Support Technician - Swing Shift

Brief Job Description
Responds to client and employee requests for technical support via the telephone and face-to-face. Assists in issue resolution and tracking. First response for system related pages and alerts during scheduled shift hours. Revolving shift offers 12-14 days off each month!


Major Duties and Responsibilities:

1. Answers incoming telephone calls and attempts to resolve problem or answer question.
2. Responds to system pages and follows documented instructions for resolution.
3. Escalates unanswered or undocumented problem to appropriate staff within the company.
4. Ensures complete resolution to every support request per client's satisfaction.
5. Records and tracks all problem resolution using Bugzilla.
6. Shares responsibility of performing routine processes on a daily, weekly, and monthly basis - generating / shipping information to clients on CD, tape, paper, electronic, etc.
7. Assists with application production installs.
8. Tracks outages, client calls, and problems through Bugzilla.
9. Tracks billable time per client project on a monthly basis.
10. It is understood that this list of major duties and responsibilities is not an inclusive list and that other duties and responsibilities, which may include helping others in the same or different groups, may be assigned by supervision.

Technical and Business-Related Knowledge, Skills and Abilities Required:

1. Knowledge of microcomputer operations and ability to use typical software such as email, word processing, spreadsheets, etc.
2. Good analytical thinking, problem solving skills and keen attention to detail.
3. Knowledge of Linux/Unix strongly preferred.
4. Ability to analyze complex information,identify inconsistencies and recognize when to question data and/or logic.
5. Strong written and verbal communication skills.
6. Ability to work with minimal supervision and demonstrate initiative and good judgment.
7. Ability to establish and maintain effective, positive and professional working relations with a wide variety of individuals, both internal and external to the organization.
8. Ability to represent the company in a positive and professional manner.
9. Ability to perform multiple tasks simultaneously and adapt to changing priorities in a positive and professional manner.
10. Ability to work well both independently and as a member of a team.
11. Previous computer programming experience desired.

Educational Background or Professional Designation Required:

• Two-year College Degree, AA OR
• Equivalent combination of education and experience.

 Apply now!