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Profession |
Information Technology |
Openings |
1 |
Location |
Seattle, WA, United States |
Date Posted |
October 06, 2008 |
Posted Until |
November 28, 2008 |
Experience Level |
Mid-Level |
Job Type |
Full Time |
Salary Range |
Not Specified - Not Specified |
Education Level |
University - Bachelors |
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Ledcor's Technical Service Division is seeking an IS/Customer Service Representative who will be responsible for managing IS and other customer service requests for technical support, repair and maintenance. The IS/CSR will obtain an accurate understanding of each customer request, document the request in the work management system, resolve IS related issues immediately when possible, assign and communicate all other requests to technicians and monitor/manage the requests from inception to closure.
Responsibilities
The ideal IS/CSR candidate will have 1-3 years IS/CSR service experience with excellent communication and customer care skills. The IS/CSR will manage multiple tasks simultaneously in a fast paced environment with minimal supervision maintaining a high attention to detail. This position will develop a good understanding of Information Services, Communications Networks and Services to provide excellent service to the customer.Responsibilities will include, but not limited to: Handles IS issues through recognition, research, isolation, escalation, resolution and follow-up for routine user computer issues (desk-side and remote), working with other IS groups to resolve more complex problems, serves as the subject matter expert for resolution and management of internal IS related issues, serves as a main point of contact for all customer requests – phone and e-mails initiated, ensures timely completion of all customer requests by working with a group of highly skilled technicians across a North American footprint, maintains a complete history of each customer work requests in the company work management system, continuously communicates status of completion with customers and initiates escalations when needed, efficiently manages emergency requests and escalations through LTS management for trouble resolution in a timely manner, accurately codes tickets to enable customer billing and reporting, pro-activity manages regions and keeps up to date technician and contractor availability schedule and strives to meet 100% of all customer service requests with 100% customer satisfaction.
Requirements
The ideal candidate will possess the following: A degree/diploma in Computer Science or related field and /or equivalent experience in a similar role, 2+ years experience with Windows XP Professional, Citrix, Microsoft Active Directory and Microsoft Office, has experience with call center ticketing and system ticket entry and reporting, has excellent communication skills (verbal and written), 2+ years customer service experience, requires proven problem solving an analytical skills and has effective written and verbal communication skills.
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Applications being accepted until November 28, 2008
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