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E2E Customer Service Support Tech

Company: Prismview
Location: Logan
Posted on: November 19, 2018

Job Description:




Customer Service Tech
The Customer Service Tech will be responsible for providing service to Samsung SMART ProService customer base for all care and repair related issues.

Job Function:
Provide client support and technical issue resolution vie E-mail, phone and other electronic medium.

Responsibilities:
--- Provide client support and technical issue resolution via E-mail, phone and other electronic medium
--- Configuration of company equipment to allow connection via VNC, webcam and additional proprietary software from the internet. (Modems/ Routers port forwarding)
--- Actively update the service database with relevant information
--- Configure software to run customer equipment customer display equipment (play scheduling, etc.)
--- Obtain general understanding of OS and application operations related to company offered services
--- Identify and correct or advise, on operational issues in client MagicInfo server and devices.
--- Perform light lifting 40 lbs.
--- Perform creation of new assets using company provided software tools
--- Other duties as tasked by department leadership
--- Escalate unresolved issues to the CSR Lead
? Escalate Level 2 (or higher) issues to internal Samsung groups via Salesforce
--- Report any and all repetitive issues to the CSR Lead and or the CSS Supervisor

Required Skills:
--- High School Diploma or G.E.D. equivalent
--- Minimum 1 year experience in technical support field

Knowledge, Skills and Abilities:
--- Ability to calmly and professionally assist the customer with support information
--- Ability to trouble shoot various network configurations, computer systems and basic electronic circuits
--- Ability to work independently and efficiently to meet deadlines
--- Ability to promptly answer support related email, phone calls and other electronic communication
--- Self-motivated, detail-oriented and organized
--- Ability to explain technical details in an easy-to-understand, step-by-step manner
--- Proficient in internet related applications such as FTP clients and Firewall routers
--- Excellent communication (oral and written), interpersonal, organizational, and presentation skills
--- Typing proficiency: 25-40 wpm
--- Patient manner in dealing with non-computer-literate customers while working through some complex situations
--- Ability to understand networks, computer systems and basic electronic components and function


Prismview is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

Keywords: Prismview, Pocatello , E2E Customer Service Support Tech, Hospitality & Tourism , Logan, Idaho

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