Job Location: Plymouth MN
Category: Call Center/Help Desk
Industry: IT Hosting
Type: Direct Hire
Last Updated: 03/29/2008

GoIWx, a leader in the IT Hosting Industry, is seeking a Technical Support Specialist (Level 1) for a permanent position.

Responsible for initial customer service/technical support of products including answering technical support calls, assessing calls and resolving issues by solving basic printer problems or escalating call to tech support level II, service centers or a third party provider. In addition, provide assistance as necessary to service and integration technicians and Service Management.

Essentials Duties and Responsiblities include the following: (Other duties may also be assigned)

Customer Support
• Log into phone system and respond to initial customer calls for technical support
• Log and maintain required call details into the call handling system
• Determine specific course of action; i.e., service replacement, RMA, escalation to service provider or tech support level II
• Provide superior customer service including customer call-backs
• Retrieve messages daily from voicemail
• Collaborate with business partners to resolve end user issues

Dispatch
• Issue service calls to personnel
• Prioritize calls for technicians and tech support level II
• Initiate third party service calls and track to completion including updating business partners and end users as required.

Other Duties
• Maintain call database integrity
• Assist customer service in the initial determination of defective items
• Escalate maintenance contract issues to the contract administration group

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:
Two year technical degree from an Accredited Institution or two years experience in customer service. Basic typing and data entry skills. General knowledge of PC’s and PC software. Applicant must have outstanding communication skills.

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to stand; sit; walk; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms and occasionally lift up to 40lbs from floor to counter.

If you want to make an immediate contribution to a growing company, please contact us and send your resume to : careers@goiwx.com