10237: Help Desk Technician

Fayetteville, NC 28303 USA
Technical

Our client is seeking a Help Desk Technician for the Fayetteville, NC market. This role will provide technical phone support to Customers, Service Technicians, and Sales Representatives.

Essential Duties and Responsibilities:

  • Answers calls coming into the Help Desk Queue; assisting customers/Service Technicians with their technical needs and/or reason for calling in a polite, timely, and courteous manner.
  • Troubleshoots the service call before contacting the customer
  • Contacts customer and resolve issue over the phone
  • If the issue is not resolved with the customer by phone, Help Desk Technician will triage the call for parts and/or service bulletins and firmware level that the Onsite Technician will need before going to customer location.
  • Provides assistance to the customer using remote connection software (i.e. GoToMeeting and/or GoToAssist)
  • Provides network support, troubleshooting and repairs remotely
  • Keeps informed of new products and other technical developments
  • Quotes labor rates based off customer locations
  • Other duties as assigned and/or needed by Supervisor/Manager

Qualifications:

  • High school diploma or GED
  • Customer Service experience (minimum one year)
  • Field Service experience with our clients OEM products (minimum 2 years)
  • Proper telephone etiquette
  • Multi-task oriented
  • Working knowledge of E-Automate/Remote Tech, Microsoft Word, Excel, and Outlook

Service Technician

Fayetteville, NC 28303 USA

To apply for this job please visit copiercareers.com.