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Senior IS Technician

Company: eTeam Inc.
Location: Smithfield
Posted on: November 25, 2022

Job Description:

Job Description:
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

Note: This role will be a call center role taking inbound calls. They are required to sit for long periods of time. This position requires the prompt technical responses to questions from *** 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

Position Summary:
This position requires the prompt technical responses to questions from *** 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.

Duties:
Responsible for resolving customer inquiries by using the tools provided to services the customer quickly, efficiently and thoroughly. Prompt response to questions from *** 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.

Experience:
6 months of hardware experience preferably in a call center environment

Education:
High School Diploma or GED required

Keywords: eTeam Inc., Providence , Senior IS Technician, Professions , Smithfield, Rhode Island

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