Helpdesk Level 2

Job Description:

To provide excellent customer service for a help desk call center environment that supports:

  • Remote access internet VPN products
  • Managed security and network services
  • Software as a Service Products (SaaS)
  • PCI DSS

MAJOR RESPONSIBILITIES/ACCOUNTABILITIES

Telephone/Chat/Email Support

  • Apply handling processes consistently
  • Log and track all communications received into ticketing system
  • Establish a quality working relationship with a variety of customers
  • Follow defined standards to resolve specific set of problems
  • Follow defined standards to collect and follow-up on escalated issues
  • Escalate issues within the defined standards

Level II Support

  • Research and resolve caller inquiries by utilizing established procedures, user manuals, accessing on-line applications, or interacting with internal and external support groups
  • Troubleshoot and resolve hardware, software and communications issues by interacting with application end users, application engineers, system engineers and hardware / software vendors

Continuous Improvement

  • Meet individual metrics for Level 2 Support Engineer
  • Identify and suggest process improvements as they arise
  • Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements

KNOWLEDGE/SKILLS/ABILITIES REQUIRED

  • Provide excellent customer service for escalated tickets on help desk
  • Respond to all chats, emails and phone calls consistently
  • Enter all relevant data from customer contact channels into tracking system
  • Assist with troubleshooting and resolution of all tickets that are escalated by level 1 as defined by management.
  • Great interpersonal skills; superior customer service skills; excellent verbal and oral communication skills.
  • Able to work consistently in a fast paced environment. Works well under pressure with limited supervision.
  • Ability to follow processes and escalate issues consistently.
  • Must have professional demeanor and ability to prioritize work in a fast paced environment
  • Customer service experience is very helpful
  • Support technical management team with call data analysis.
  • Experienced in Windows operating systems
  • Familiar with TCP/IP, IPSEC, Linus and networking concepts
  • Able to provide support for any shift required to support customer requirements.
  • High ethics and integrity

Educational Requirement:

Associate or Bachelors degree in Computer Science or Information Technology.

Location:

Southfield, Mi



To apply, email your résumé and cover letter to jobs@anx.com. ANX is an equal opportunity employer.