Jr Business Analyst

Job Title Technical Support Specialist
Location:Bristol, IN

Technical Support Specialist Bristol, IN
The Technical Support Specialist position is responsible for receiving, recording, and reconciling customer / end user technical questions on use and implementation of computer products, in a timely and professional manner.

JOB RESPONSIBILITIES:

• Answer incoming customer telephone calls in a courteous and professional manner
• Assist customers/end users with questions on product installation, usage, and implementation
• Respond to and investigate customer/end user inquiries, concerns, and issues via phone, fax, mail, and e-mail in a timely and courteous manner
• Answer customer inquiries and provide appropriate technical and/or product-related information
• Rely on instructions and pre-established guidelines to perform the functions of the job
• Escalate complex inquiries
• Research and resolve customer complaints
• Obtain customer feedback information
• Effectively communicate customer issues and concerns to all applicable internal staff members
• Document all contacts, actions, and responses in helpdesk tracking system
• Organize and maintain a file system; correspondence, and other records
• Maintain working knowledge of products and/or services
• Prepare reports and correspondence, as needed
• Other tasks as assigned

What you need to be successful:

• 
  Associate degree in information technology, computer science, or related field preferred
• 2 years of related technical support experience
• Excellent attendance
• Positive attitude
• Strong and consistent attention to detail
• Self-motivated with the ability to stay on task
• Team oriented
• Capable of comprehensive listening (understanding the message(s) that is being communicated)
• Proven customer service skills
• Experience training users of all levels to be proficient using computer-based applications
• Versatile, flexible, and a willingness to work within constantly changing priorities
• Proficient with a variety of desktop and internet applications
• Experience with cell phones, smart phones, tablets
• Hands-on experience installing/reinstalling operating systems and applications. This includes network, printer, and other driver software
• Must be familiar with common office automation applications (e.g., Microsoft Office, including Outlook, etc.)
• Knowledge of:

o Network structure, security, and function
o Network printer function and the ability to troubleshoot printing problems
o VoIP phone functions and the ability to troubleshoot problems
o Windows operating systems

• Able to:

o Effectively prioritize and execute tasks in a high-pressure environment
o Develop a thorough understanding of companys IST products and services

• Strong:

o Communication skills, verbal and written
o Interpersonal skills
o Organizational, problem-solving, and analytical skills

Are you Interested?

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