Job Description :
DTS is looking for Technical Support Analyst for a long term contract with our direct client in San Antonio, TX
No third party C2C allowed. Candidates have to work directly with us on our W-2.
Description:
Serves as the first point of contact for end-user support issues for internal or external customers. Completes appropriate documentation for tracking end-user issues and runs customer service and quality reports as requested.
Handles very routine day-to-day problems regarding PC''s and hardware, but typically escalates issues to higher level staff.
Assignments are task-oriented with detailed instructions given.
Follows standard practices to resolve routine problems. BS Degree or equivalent.
Competencies: 1) Knowledge of company procedures regarding recording and identifying customer issues 2) Ability to respond to routine problems and communicate standard resolutions to internal customers.
Responds to customer requests promptly and professionally. Keeps customers up to date about progress.
Follows up to monitor customer satisfaction. Recognizes when customer concerns or problems need to be escalated to an individual with greater authority or expertise.
Keeps people informed and up-to-date; shares useful or relevant information with the group.
Lets people affected by a decision know what is happening. Explains the reasons for a decision.
Informs other team members and customers of activities and influencing events.
Works collaboratively with others to make decisions and produce results.
Applies standard knowledge of technical tools, methods and technologies to generate solutions.
Considers the effects of new technology on customers. Maintains knowledge of the business and the industry (e.g., key competitors
Knows and understands the products/solutions that ResCap provides.
Understands the importance of flexibility and is willing to change ideas or perceptions based upon new information or contrary evidence. Appreciates other''s points of view.
Takes apart problems into pieces. Links together pieces with a single link: A leads to B; can separate into two parts: pro and con. Sorts out a list of tasks in order of importance.
Please forward your resume to