Provide first-level contact and problem resolution for customers with hardware, software and application problems. Resolve as many user reported problems as expertise permits using available tools, following procedures and policies for the handling of support cases
Act as a liaison between customers and external support staff to assure accurate problem interpretation, while maintaining communication with customers during the problem resolution process.
Courteously obtain and convey concise problem information for external service personnel.
Provide accurate and timely logging of problems and resolution for problems in the OMD, MWA and GO TO ASSIST management database.
Escalate problems as appropriate following Dahill's procedures.
Load and configure print drivers.
Utilizes superior customer service skills.
Solve problems on Windows, Linux and Macintosh platforms with equal proficiency.
Perform HD expeditor functions as assigned.
Candidate should have knowledge of office equipment or related areas.
Candidate should be able to work very closely with other Call Center Reps.