Offer summary

Qualifications:

High School Diploma or GED required., At least two years of customer support experience., Good troubleshooting skills and ability to diagnose problems quickly., Basic knowledge of Active Directory, device drivers, and domain environments..

Key responsibilities:

Provide technical support via calls, tickets, and chats.

Assess and address customer technical needs using documented procedures.

Document interactions and contribute to client training programs.

Participate in meetings and training to improve service delivery.

Job description

Job Details

Level: Entry

Job Location: Remote or - Phoenix, AZ

Salary Range: $17.00 - $20.00 Hourly

Travel Percentage: None

Job Shift: Overnight

Description

Service Delivery Technician I provide technical support in a professional manner to customers by researching and answering questions, troubleshooting problems, maintaining server and workstation performance, and closing tickets efficiently. The Service Delivery Technician supports customers during both pre-and post-sales periods. The position is responsible for ensuring that the customer relationship is managed through proactive customer communications by providing rapid response and guaranteeing that estimated response times are communicated up front. The Service Delivery Technician I is accountable for customer satisfaction by achieving certain prescribed, measurable performance goals on a daily basis.

Duties and Responsibilities:

Answers Level 1 inbound calls, support tickets and web chats,
Assesses customers technical support needs and handles/routes customers accordingly, using documented procedures and available tools
Provides answers to clients by identifying problems, researching answers, and guiding clients through corrective steps
Improves client references by writing and maintaining documentation
Participates in development of client training programs by identifying learning issues and recommending instructional language
Improves system performance by identifying problems and recommending changes
Achieves specified performance goals
Participates in Trapp internal meetings and required trainings
Maintains a professional image and demonstrates an understanding of and follows all Trapp Policies and Procedures
Other duties as assigned

Qualifications

High School Diploma or GED equivalent, required
Minimum of two years customer support experience, required
Ability to type 30 WPM
Exceptional listening skills
Ability to communicate clearly and succinctly
Ability to compose grammatically correct, concise and accurate notes
Possess good troubleshooting skills and be able to isolate and fix problems quickly
Capable of locating and installing device drivers
Diagnose, troubleshoot and/or upgrade workstations and servers
Enhanced ability to interpret customer's description of problem, troubleshoot and provide solutions, summarize and document interaction
Some experience with Active Directory and understand how to add users and groups
Understand a domain environment and how to access file/folder shares on other machines on the network
Understand how to install different types of software and troubleshoot error messages that may come up
A+ recommended but not required