Summary

We are looking for Technical Support professionals to work for our Network Operations Center from the comfort of their own home and to be available for occasional on-site technical support for select customers within the geographic region. Occasional day travel may be required. Flexible scheduling is available.

Professionally answer support phone calls, Support sessions, and support e-mail to provide front-line support. Survey customers by phone and e-mail to ensure a high level of customer satisfaction. Track support statistics and generate customer reports with regard to various “signs of service”. Coordinate activities and schedules of support engineers, logging and tracking both billable and non-billable hours. Perform basic network tasks such as create/modify network accounts, passwords, e-mail accounts, etc. Maintain up-to-date client contact directory/database, internal knowledge base, and help with new customer network needs assessments, implementations, and installation processes.

Essential Duties and Responsibilities

• Provide support to PcCareSupport Subscribers via remote support, phone, and/or e-mail. Follows up with end users to ensure complete client satisfaction.
• Record problem/resolution information, inputs key info into Support Knowledge base, and maintains/upgrades knowledge base.
• Perform frequent end-user satisfaction surveys via phone and/or e-mail while recording responses, resolving outstanding issues, and escalating unresolved issues to Technical Engineers.
• Actively communicate Signs of Service to client base including warning alerts, reports, e-mail, etc.
• PeProxy-Connection: keep-alive
  Cache-Control: max-age=0

  orm other Customer Support related activities as assigned.

Qualifications

• Excellent oral and written communication skills.
• Excellent written and verbal communication skills. Must be comfortable presenting to technical audience.
• Strong interpersonal and problem solving skills required.
• Excellent Customer Service, analytical and organizational skills required.
• Ability to overcome obstacles to obtain results under tight deadlines.
• Ability and initiative to undertake individual projects as well as work in a team environment.
• Internet savvy with good knowledge of Internet space a strong plus.
• Time management and prioritization skills.
• Must thrive in fast-paced, start-up environment.

Education and/or Experience
One year of helpdesk/network administration experience preferred. College degree preferred.

For more info email us at carrers@pccaresupport.com