Job Summary:
Monitors and maintains the computer systems and networks of company’s computer systems, including installing and configuring systems, diagnosing hardware/software faults and solving technical problems, either over the phone or face-to-face. This position currently reports to the Director of Customer Support and Education..
Essential Duties and Responsibilities:
- Receives telephone calls and emails from users having problems with computer software and hardware or inquiring how to use specific company software.
- Talks to user to learn procedures followed and source of error.
- Answers questions, applying knowledge of computer software, hardware and procedures.
- Asks user with problem to participate in diagnostic procedures, using diagnostic software, or by listening to and following instructions.
- Determines whether problem is caused by hardware or software.
- Collaborates with co-workers to research problem and find solution.
- Talks to programmers to explain software errors or to recommend changes to programs.
- Periodically may have on-call responsibilities.
Qualifications:
Minimum
- Education & Experience: Associate’s degree in a related area and 0-2 years of experience in the field or in a related area or equivalent combination of education and experience.
- Leadership Skills:
- PC and SQL proficiency
- Proficient with Windows operating system and Internet Browser applications
- Familiar with Internet connectivity issues and download times
- Skill Set: Excellent communication skills; self-starter; highly-organized; detail-oriented; efficient; ability to solve problems; strong sense of urgency and professionalism
- Competencies: Customer-focused; results-driven; ability to work independently and as part of tea
Preferred: Previous experience in the collections industry
