Hosted Services Tier 2 Technician

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Job Description:

Essential Duties and Responsibilities (other duties may be assigned):

• Trouble shoot 3rd party hardware and software.
• Respond to and track any such issues by ensuring the customer is promptly notified while ensuring resolution and/or proper handoff to team members
• Manage relationships between vendors, internal resources, and customers
• Lead, train and mentor other Tier 1 and Tier 2 Technical Support staff for purposes of achieving optimal first contact closure rate
• Expected to log in to an ACD call queue to receive customer and vendor calls
• Perform proper trouble ticket entry and administration, and to adhere to escalation procedures and customer facing processes
• Escalate any trouble tickets to the next level of support when appropriate
• Must follow predefined guidelines, protocols, and procedures as directed
• Be available to work any shift in a 24x7 call center environment
• Flexibility to perform additional tasks or duties outside of normal daily activities

Knowledge, Skills and Abilities Requirements:

• Candidate must have strong analytical skills
• Strong verbal and written communications and interpersonal skills
• Professional demeanor
• Have a customer satisfaction driven attitude
• Be an active contributor in a positive team environment
• Candidate must possess the ability to learn, retain, and apply new information in an ever-changing environment