World Vision International

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Customer Support Associate

Job Description

Customer Support Associate

Purpose of position:

Customer Support Associatesare responsible for responding to customer requests by diagnosing and resolving problems and for supporting the ongoing technology needs of all employees by providing Level 1 help desk support. They work with a broad range of infrastructure products and basic networking components. They provide maintenance and support for simple to moderately complex client products and work on one or more projects concurrently as a team member.

Customer Support members respond to requests for IT support, logging problems, generating trouble tickets, attempting to diagnose and resolve problems, and if necessary, escalating the problem to the appropriate level of expertise. They are responsible for documenting solutions to problems and developing end-user guidelines. On an ongoing basis, they work to improve customer support processes and practices. In addition, they evaluate and recommend client software and hardware and write proposals for purchasing new or upgraded products.

MAJOR RESPONSIBILITIES

PROJECT PLANNING:

  • May provide input during project planning and requirements phase.

SERVICE DESK:

  • First point of contact and day-to-day technical support to end users.

  • Responds to Level I support requests via multiple sources.

  • Enters call data into the tracking system.

  • Interacts with clients in a courteous and professional manner.

  • Provides user access service.

  • Diagnoses client problems relying mainly on checklists and training.

  • Assists clients with recovery issues.

  • Escalates problems when necessary.

  • Documents problem status and resolution.

CLIENT TECHNOLOGY SUPPORT:

  • Assists in the deployment of new or upgraded images, software and hardware for multiple clients.

  • Configures and installs desktop PCs, peripheral equipment, laptops and other mobile devices.

  • Follows established procedures for performingconfiguration changes, updates and upgrades.

  • Performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.

  • Provides on-going support of client technology.

TECHNICAL SUPPORT:

  • Provides technical support to meetings that include video conferencing.

  • Monitors and communicates system status to internal management.

  • Diagnoses and resolves client workstation and mobile device hardware and software issues.

  • Assists vendor technical expert to resolve client problems.

SECURITY:

  • Maintains passwords and users credentials to assure systems security and data integrity.

  • Adheres to the integrity of controls, regulations and guidelines.

INVENTORY MANAGEMENT:

  • Maintains IT inventory management for all IT equipment and/or software in accordance with company policy and procedures.

SERVICE LEVEL MANAGEMENT:

  • Collaborates in the development of service-level objectives and takes steps to meet or exceed targets.

  • Explains service procedures to clients.

  • Follows up in a timely manner to ensure customer satisfaction.

SERVICE IMPROVEMENTS:

  • Keeps performance metrics.

  • Identifies recurring problems and notifies team members.

TESTING:

  • Participates in integration and user acceptance testing.

TRAINING:

  • May train co-workers on new or existing functionality or services.

DOCUMENTATION:

  • Documents problem status and resolution in tracking log.

  • Documents solutions to common problems and responses to frequently asked questions.

  • Creates and submits documented resolution to Knowledge Base.

COMMUNICATIONS/CONSULTING:

  • Alerts team members about recurring problems.

  • Communicates updates on issues in a timely manner to ensure client satisfaction and productivity.

BUSINESS CONTINUITY:

  • Communicate suggestions on backup and recovery procedures.

RESEARCH/EVALUATIONS:

  • Gathers data on hardware and software products.

  • Researches trouble issues using multiple sources.

Minimum education, training and experience requirements to qualify for the position:

  • Associate’s Degree, or technical institute degree/certificate in Computer Science, Information Systems, or other related field. Or equivalent work experience.

  • Demonstrated working knowledge of basic hardware and software products and problem solving / diagnostic skills.

  • Typically has 1 to 3 years of IT work experience in computer systems or support.

  • Willingness and ability to travel domestically and internationally, as necessary.

  • Effective in written and verbal communication in English.