What are the responsibilities and job description for the Phone Support Technician position at ICS Complete?
Description
About TechMD
TechMD is a leading provider of outsourced IT services, cybersecurity, communications, and distributed workforce solutions throughout the United States. As a customer-focused company, TechMD integrates the industry's best technologies and practices for each customer's specific needs. We also serve as an extension of our customers' IT departments, enabling them to innovate and grow their business while helping protect them from the risk of cybersecurity threats. Headquartered in Endicott, NY, TechMD employs over 200 people throughout its six office locations. As the company continues to expand its footprint, we are constantly looking for talented individuals to support our growth.
We’re passionate about creating a great place to work for our employees. TechMD is committed to the development and advancement of all employees. We are a highly collaborative organization, and there are many opportunities to learn from your colleagues and advance your career. Work life balance is important to us. TechMD is committed to working with each employee individually to find a schedule that allows them to fulfill their responsibilities both inside and outside of work.
Position Overview
The Phone Support Technician primary responsibilities is to be the first layer of response to our customers. This includes answering incoming phone calls, assessing severity and impact to our customer’s infrastructures to convey to appropriate urgency. Documents all customer interactions and progress made on tickets and escalation to the appropriate service team.
Primary Responsibilities
• Positively contributes to and encourages the Phone Support team.
• Works closely with the team to relay critical information to and from other technicians within ICS and customers.
• Works in a team environment to perform assigned duties.
• Effectively assesses severity and impact of customer issues over the phone.
• Remotely troubleshoots Level 1 issues as customers call in or as they are assigned.
• Works closely with customers to relay critical information to and from technicians and customers.
• Ensures that all uncompleted tickets have been reviewed by the end of the day and reassigned to dispatcher.
• Appropriately documents and updates all information for changes in an infrastructure as new changes are identified.
• Follows all Standard Operating Procedures for ICS and the Phone Support Team.
• Performs miscellaneous job-related duties as assigned by the Team Leader.
Requirements
Skills and Experience
• Excellent telephone and verbal communication skills.
• Must demonstrate excellent customer service skills.
• Thrives in a team environment and demonstrate effect team interaction.
• Organizational, prioritization and time management skills with the ability to multi-task are required.
• Prior technical support experience in an Information Technology environment is highly desirable.
Salary : $18 - $22