Phoenix, Arizona
Technical Support 2nd Shift Job Opening in Phoenix, Arizona - This position is for 2nd shift. 11AM to 8PM.
Job Description : To assist current customers, potential customers, and fellow employees in the troubleshooting and support of software and hardware products developed and marketed by company. Proactively provides phone, chat and remote support for the diagnosing and resolving of company's software products and hardware customer problems. Positively responds to customer service requests, inquiries and complaints working diligently to resolve and ensure maximum good will and meeting or exceeding customer expectations.
JOB RESPONSIBILITIES:
Assist property personnel and fellow employees with technical support/product information issues in a professional, courteous and timely manner
Assist with installing and configuring various hardware/software interfaces with property staff and/or assist their vendors as needed
Maintain detailed and up-to-date notes on all customer tickets and assigned in-house projects, as well as accurately accounting for all time spent on customer tickets and assigned in-house projects
Assist with development and â??Beta-testingâ?? of new features, interfaces, and products from Software as directed by supervision
Have a working knowledge of all subjects listed on the employee knowledge list and voluntarily seek additional training and information on unfamiliar subjects
Act as liaison between company and property staff
Maintain willingness and ability to work any and all shifts as posted on the schedule.
Promote company Software and its products and employees to co-workers and the general public
Answers technical support related questions and resolves technical problems using in-house computers, company software, in-house knowledge base, and third party connection software
Creates trouble tickets and documents resolution steps in the ticket
Determines if trouble ticket is billable or non-billable based on company policies and procedures
Answer and troubleshoot calls from all customer queues
Seek assistance from Tier 2 and Tier 3 technicians through instant messaging and email services
Escalate issues by communicating escalation need through supervisor on duty and or next level of support in a timely manner to ensure expedient and complete solutions for customers
In addition to issues received directly from customer via the phone queues, technicians will receive assignments from supervisor on duty
Maintain company property as assigned and report abuse or neglect of company property or policies to management as soon as possible
Maintain a clean and tidy work environment
Follow all policies and procedures as outlined in the â??Employee Handbookâ?? and adapt to all new policies/procedures as outlined in meetings, memos, electronic mail or other media.
Other tasks as assigned by management
JOB QUALIFICATIONS:
Ability to accurately deal with difficult dictation
Basic computer knowledge, to include software and hardware
Basic accounting knowledge
1 year customer service experience in a technical or problem resolution related field
Hotel experience a plus
Ability to work in a team environment or as an individual in high stress, high volume situations
Ability to type 35 words per minute
Job Type: Full-time
Salary: $16.50 /hour
Job Type: Full-time
Salary: $16.50 /hour
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