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Senior IS Technician

Company: Integrated Resources, Inc ( IRI )
Location: Smithfield
Posted on: January 12, 2022

Job Description:

Job Description We are considering remote candidates in the eastern or central time zones to Work from Home. If you are within a 50 miles range from our Smithfield, Rhode Island facility you will be required to report to the office, in the event you have an internet, or power disruptions. They will need a secure location to work with no visitors and cannot be taking care of any family members. There should be no distractions. They will need to fill out a Deployment Checklist form that we will have everyone complete during the training class. PLEASE INFORM EACH CANDIDATE from the remote sites in eastern and central time zones that in order to Work from Home they must have a secured room with no visitors and no interruptions. They cannot be primary caregiver in the household. Candidates must have wired internet access with a speed of 150 mbsp The Pharmacy training class starts on January 24, 2022 and ends on February 28, 2022. Training hours are 8:00- 4:30 (EST) M-F Workers may not miss time during training, please confirm their availability. REVISED WORK SCHEDULE: They must be able to work a 2 hour start window of 8AM to 10 am or 9 am to 11 am or 10 am to 12 pm or 1 pm to 3 pm Do they have a secure location? NOTE: At the top of each resume include the responses to these questions for manager review: City and state of residence Rank in order desired shift preferences from the 3 provided Have they work here before, if so, who was their manager? Do they have any conflicts with the training schedule or time off planned during assignment duration? What is their internet speed? The requirement is 150 mbps (please run a speed test and provide their upload and download speed) This position requires the prompt technical responses to questions from Client stores and pharmacy employees regarding troubleshooting, diagnosing, and resolving problems for their software and hardware issues. This position requires a thorough knowledge of problem escalation and follow-up processes to ensure timely resolution of reported issues. Related online diagnostics are used for troubleshooting; incidents are tracked in a case tracking system. The primary role of this position is to take live trouble-shooting calls daily 100% of the time. This position must deliver outstanding customer service in a timely and efficient manner and with a demonstrated commitment to 1st call resolution and overall customer satisfaction. Responsible for resolving customer inquiries by using the tools provided to services the customer quickly, efficiently and thoroughly. Prompt response to questions from Client store employees by troubleshooting, diagnosing, resolving problems and overall store support and installations. Document problems accurately and succinctly in the appropriate support tools provided. Maintain knowledge with accurate and up to date information relating to current policies, procedures and troubleshooting techniques. A minimum of 6 months related work experience required, ideally in a call center, technical or customer service related role 1 to 2 years experience working in a service oriented call center, Associate or Technical degree preferred, High School Diploma or GED required Must demonstrate analytical, problem solving and interpersonal skills Must have excellent Customer Service skills Must have competent PC skills, proficiency in MS Office required, Must have excellent verbal and listening communication skills Must have excellent writing skills Able to work in a flexible 24/7 work environment, preferred Position Summary: As a Technical Support Representative, you will be working in a positive cultural environment, working through timely technical responses to inquiries from Client store employees, pharmacy, and Minute Clinic employees regarding solving, diagnosing, and resolving problems for the stores on Hardware, Pharmacy, Point of Sale systems, Minute Clinic and Photo. Reporting to the Manager of Technical Support, this role requires a detailed knowledge of problem escalation and follow-up processes to ensure timely resolution of reported issues. Related online knowledge articles are used for troubleshooting; incidents are supervised in a case tracking system. The main responsibility of this employee is to take live troubleshooting calls daily. This candidate must deliver outstanding customer service in a timely, and efficient manner, with a shown dedication to 1st call resolution and overall customer happiness. Duties: Key Responsibilities: Document problems, complete problem tickets, and request information in the support tools Maintain knowledge with accurate up-to-date information relating to current policies, procedures, and troubleshooting techniques Effectively handle call workload Provide outstanding customer support by analyzing, diagnosing, and resolving problems and requests within service level agreements Collaborate well in a team environment The full-time employee will work 5 days a week, and must be able to work one weekend shift a week Experience: A minimum of 6 months related work experience required, ideally in a call center, technical or customer service related role 1 to 2 years experience working in a service oriented call center Education: High School Diploma or GED Is this an in-person, patient-facing role? No What days & hours will the person work in this position? List training hours, if different. 2hr start window 8a-10a, 9a-11a, 10a-12p, 1p-3p incl weekend day/night. Trng 8a-4:30pEST M-F

Keywords: Integrated Resources, Inc ( IRI ), Providence , Senior IS Technician, Professions , Smithfield, Rhode Island

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