Services Support Representatives |
| Location: | Salt Lake City, UT |
| Salary Range: | 7.50-11.50/HR |
| Employment Type: | Full Time |
| Employer: | Parallel HR Solutions, Inc. |
| Description: | We are seeking Level II and III Services Support Representatives who will be responsible for providing the first-line of post-sales telephone customer service and/or technical support:
Day to day responsibilities may include any of the below:
� Research and answer questions in regards to hardware, systems, sub-systems and/or applications for customers and/or employees.
� Answers basic questions about installation, operation, configuration, customization, and usage of assigned products.
� Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
� Escalates complex problems to the Remote Support Engineering staff or Field Engineering.
� Typically provides technical support for internal and external customers.
� Escalates complex problems to higher level of expertise within organization.
� Coordinate and follow up the requests
� Ensure these requests are executed within agreed deadlines in line with the Customer Service Level Agreement
� Prioritizing and understanding the implications of requests and consequent - multiple - actions that need to be taken
� To ensure correct communication towards team members in terms of daily team work, sharing information, sharing workload, adjusting schedules and holidays with the relevant back up persons.
� To ensure the client is kept continuously and proactively informed on the progress of the submitted requests and that client relationship is developed and maintained.
� Ensure clear and polite telephone and e - mail communication
� Understanding the requests and their applications
� To ensure that any revealed process gaps or improvement ideas.
Hourly rate is $7.50 - $11.50/hour dependant on experience
Bilingual skills a major plus
Many shifts available
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