Customer Support
vTech Solution IncWashington, District of Columbia, United States
Posted May 18, 2017
Full Time
About the Company
vTech can help you avoid the daunting task of writing and posting job offers, shifting through resumes and laboring through the lengthy interview process.
Job Description
The Customer Support Entry level is a first level representative to the technical support team. They answer a variety of technical inquires documenting issues and alerting senior staff in a timely fashion.
Requirements
- Answer calls in a dynamic IT operations environment; supporting multiple agencies
- Provide desktop support for technical issues in a Call Center environment as well as off-site locations throughout the District of Columbia
- Log and route service requests and incidents in an incident management system
- Create and maintain knowledge articles in the agency's knowledge management system on a daily basis
- Provide a high level of customer service to end users on a daily basis
- Troubleshoot issues related to agency specific applications and web applications
- Provide technical support for mobile devices, such as iPads, iPhones, Android devices and tablets
- Collaborate with the IT leadership team to select and implement cost-effective technology for District
- Maintain service level agreements related to both Call Center and Desk Side support Service/Incident requests
- Work with other technical teams to coordinate multi-tiered technical support for outages, widespread security incidents
- Adhere to all Enterprise-wide security policies related to security and integrity of District-owned Resources