IT Support Associate (dedicated chat support) --REMOTE --W2
Position: IT Support Associate (dedicated chat support) Requirement: Customer Service & entry level technical support. PRIMARY PURPOSE: To provide basic IT systems support to end users on a variety of computer system issues; to respond to telephone calls, email and technical support requests; and to document, track and monitor issues ensuring a timely resolution. ESSENTIAL FUNCTIONS and RESPONSIBILITIES Identifies, researches, resolves, and responds to a high volume of simple to moderately complex issues or questions received from internal and external customers. Provides status and follow-up information to internal or external customers. Escalates calls to the appropriate departments. Documents customer issues in call tracking system timely and accurately. Assists real-time in the resolution of support issues to decrease downtime and to bring about high levels of satisfaction. Keeps current on policies and relevant product and industry trends in order to provide technically accurate solutions to customers. Provides support after hours via on-call cell phone. Apply tot his job