Job Type
Full-time
Description
- Provide technical support to clients by diagnosing problems and identifying resolutions while delivering the highest level of customer satisfaction.
- Perform server migrations, new sever installations and assist with code updates as needed.
- Diagnose connection problems and performance issues.
- Collaborate with team members and other subject matter experts to develop knowledge and industry best practices.
- Support Customer Services Specialists when information is needed from AWS hosted servers.
- Identify processes improvements that improve efficiency and customer satisfaction.
- Work with client/in-house IT to identify complex network issues and recommend potential solutions.
- Maintain detailed records of all client interactions, manage client expectations, and follow-up with clients in a timely manner.
- Create and produce support content such as knowledge base articles and FAQ’s to help both support personnel and end users interact properly with hardware and software.
Requirements
- A Bachelor’s Degree in Computer Science or related field preferred (or relevant experience)
- Ability to think logically with strong problem-solving skills
- Strong customer service focus & superior phone etiquette
- Excellent communication skills to explain complex concepts to customers
- Ability to manage several competing priorities
- Quality focused
- Database experience (mySql, MS SQL Server) a plus
Salary Description
$50,000 - $60,000 Based on Experience