Job Posting for Service Delivery Technician II: DAY- Monday-Friday 8am-5pm at TRAPP TECHNOLOGY INC
Job Details
Level: Experienced
Job Location: Remote or - Phoenix, AZ
Salary Range: $21.00 - $27.00 Hourly
Travel Percentage: None
Job Shift: Standard (8AM to 5PM)
Description
Position Summary
Service Delivery Technician II provides technical support in a professional manner to customers by researching and answering questions, troubleshooting problems, maintaining server and workstation performance, and closing tickets efficiently. The Service Delivery Technician position is responsible for ensuring that the customer relationship is managed through proactive customer communications by providing rapid response and guaranteeing that estimated response times are communicated upfront. The Service Delivery Technician II is accountable for maintaining customer satisfaction levels by achieving prescribed, measurable performance goals on a daily basis.
Responsibilities
Maintains availability to receive escalated inbound Calls, Support tickets, and Web Chats
Interprets customer's description of problems, troubleshoots and provides solutions, summarizes and documents interactions
Responsive in team communication channels providing technical direction and answers to L1 questions
Assesses customers’ technical support needs and handles/routes tickets accordingly, using documented procedures and available tools
Provides answers to clients by identifying problems, researching answers, following knowledgebase articles, and guiding clients through corrective steps
Proactively writes and updates knowledgebase articles
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