What are the responsibilities and job description for the Help Desk Support (GSS) position at Ovation Networks Inc?
Team oriented and customer-driven, we provide turnkey Wi-Fi installations locally and across the country. Our NOC provides three tiers of 24x7 Technical Support, ranging from End-User Support, Installation Support, and Network Support. We are a small company where you are not just an employee number, you are a part of the family.
The Help Desk Support (Guest Support Specialist) position consists of taking inbound calls with the majority being Hotels/Hospitality companies from their guests who are having difficulty connecting to Wi-Fi. This position is responsible for taking notes on what the issues the user is having at the property, troubleshooting and resolving within the scope of work for that position. If unable to resolve using the troubleshooting guide the Guest Support Specialist will escalate the matter to a Network Support Specialist
Customer service is a large part of the job, we are an extension of the hotel's customer experience and are expected to give a high level of customer experience using empathy, building rapport, and assuring them you will do everything you can to address their request(s).
- Expected to monitor 2 Dashboards (property alerts), contact, and resolve within the scope of work.
- Expected to take specific notes to help with trends, resolutions and follow up.
- Will learn how to prepare hardware for installation, inventory in our system, labeling and testing before installation.
- Expected to read email, keep up on any changes or important information in the department that can change.
- Report trends in specific hotels/ rooms and escalating them to Senior Techs.
- Projects as assigned, typically data entry and research related.
Qualifications
- Strong communication skills
- Strong interpersonal and customer service skills
- Previous customer service experience
- An analytical and process-oriented approach
- Knowledge of basic network hardware (Access Points, Switches, Routers, etc.)
- Must be comfortable with several types of end-user devices: Laptops, Cellphones, Android (Phones /Tablets /Vendor Specific Devices), Apple (iPhone, iPad), OS (MAC, Windows), Gaming consoles (PS4, Xbox, Wii)
- A real desire to help people.
- Excellent work ethic
Requirements:
- Must be willing to work Nights, Weekends, and some Holidays.
- We rely on each employee, including part-time employees, to be dependable, self-productive and can work well in a team environment.
- Networking or IT experience is a plus.
- Call Center / Customer Experience is a plus.
Job Type:
- Part-time Available
Salary:
- Based on experience
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