CLIENT RESPONSE SERVICES AGENT
Company: LanceSoft Inc
Location: Draper
Posted on: November 14, 2024
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Job Description:
NIT001Job Description:Title- Client Services - Client Response
Services AgentLocation- 11850 South Election Road, Bldg 9, 114,
Draper, UT- 84020 (Onsite- 5 days)Duration- 6+ Months
(extendable)ResponsibilitiesClient Response Services (CRS) is the
internal technical support team for client staff. Some of the key
responsibilities as a CRS Helpdesk Agent include:Address end user
queries and issues via phone, e-mail and chat support.Provide world
class quality of service to end users throughout the resolution
process.Engage engineering teams and product owners to assist with
troubleshooting as needed.Perform 'cradle to grave' ownership of
all issues reported to the helpdesk by providing timely updates to
end users and by constantly following up with escalation teams
until the issue is resolved.Demonstrate excellent ticket hygiene by
selecting appropriate product categories, keeping detailed ticket
notes, managing ticket backlog, etc.Maintain effective
documentation by regularly reviewing and updating knowledgebase
content.Take a proactive approach in analyzing current practices to
identify areas for improvement and make suggestions for more
efficient and strategic solutions.Be willing to learn and develop
subject matter expertise in the systems and products we support,
such as Messaging (Exchange, Lync, Proofpoint), SharePoint, Mac,
Unix, Voice, Mobile and others.Skills:Basic QualificationsMinimum
two years of experience working in the technical support field in
an enterprise environment, preferably with phone support
experience.Sound technical knowledge, troubleshooting skills and
support experience with the following:Microsoft Windows platform
(Windows 7, 10)Networking, LAN , WAN, corporate enterprise domain
infrastructure environmentWindows desktop and server operating
systemMicrosoft Active DirectoryMicrosoft OutlookGood understanding
of the Microsoft Office products such as Word, Excel and Power
Point.Basic conceptual knowledge of
Citrix/VMware/VDI/Virtualization.Ability to perform Mobile OS
(iOS/Android) application troubleshooting.Team player mentality,
collaborative, self-learner and self-motivated.Good understanding
of English and good communication skills are a must.Strong customer
service skills and focus on ownership throughout the resolution
process.Flexibility to occasionally work any 24x7 shift to
accommodate BCP or other business impacting events.For our Asia
language support team, hours of operation would match with region
of support based on language spoken.Preferred QualificationsThree
to five years of experience working in the technical support field
in an enterprise environment.Exposure to a global multi-cultural
environment.For our Asia language support, strong verbal and
email/chat proficiency in Japanese, Mandarin or Korean.Experience
using and supporting Microsoft Exchange in an enterprise
environment.Advanced proficiency supporting Microsoft Outlook and
other Microsoft Office products.Experience supporting Microsoft
SharePoint.Experience supporting Macs and OSX.Proficiency in Unix
command line.Experience supporting voice infrastructure such as
Cisco Call Manager, Avaya PBX, Avaya Meeting Exchange, or other
enterprise voice systems (less common: BT or IPC turret phone
systems).
Keywords: LanceSoft Inc, West Jordan , CLIENT RESPONSE SERVICES AGENT, Sales , Draper, Utah
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