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Short Description:
Under direct supervision, assists customers with tier one issues or forwards to second tier support for issues beyond their subject matter expertise.
Job Description:
This position is located at DDS Headquarters in Conyers, Georgia.
MUST be Bilingual, Spanish/English
Provides technical assistance to both internal and external customers for tier one issues. This position requires handling a high volume of calls in a call center environment focused on customer service.
Internal customer support involves troubleshooting hardware, software, and connectivity issues. The Analyst will be responsible for escalation to the appropriate second tier support, opening tickets with various vendors, and escalation to Senior level management.
External customer support ranges from general website support, assistance with password resets, online account management and the provisioning of mobile s. The Analyst will be expected to provide a high level of customer service while handling a large volume of calls and difficult situations all the way to completion of the ticket.
Job Responsibilities
Oversee the daily performance of computer systems and applications.
Answer user inquiries regarding computer software or hardware operation to resolve problems.
Monitor ticket queues, assign tickets to appropriate internal and external support staff, escalate tickets until resolved.
Confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
Minimum Qualifications:
High School diploma or GED
Six months of experience handling customers, questions, complaints, and/or providing information in a call center environment.
Preferred Qualifications
1+ years' experience performing as Helpdesk Technician with hands on knowledge in resolving issues with Outlook, MS Office, Win 7 and 10.
Vocational/Technical degree in computer applications, computer technology or a closely related area from an accredited college
Knowledge of Apple iOS
This position is located at DDS Headquarters in Conyers, Georgia..
Skill Matrix:
| Skills | Required / Desired | Amount of Experience used ? |
| Vocational/Technical degree in computer applications, computer technology or a closely related area from an accredited college | Required | |
| Experience performing as Helpdesk Technician with hands on knowledge in resolving issues with Outlook, MS Office, Win 7 and 10, Active Directory. | Required | |
| Monitor ticket queues, assign tickets to appropriate internal and external support staff, escalate tickets outside of SLA's until resolved. | Required | |
| Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications. | Required | |
| Answer user inquiries regarding computer software or hardware operation to resolve problems. | Required | |
| Bilingual - Spanish/English | Required | |