SUMMARY:

As a Support Engineer for the Customer Support Center, this person will serve as the first point of contact for clients seeking technical assistance over the phone, email, or ticketing system. This individual is responsible for achieving client satisfaction by identifying the source of technical issues, troubleshooting, and implementing the best solution based on the issue and details provided, prioritization, and documented procedures.

ESSENTIAL FUNCTIONS

Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions. Provide client support and troubleshooting on technical issues at a level consistent with performance expectations: Respond to requests for technical assistance via phone, email, or the ticketing system Analyze client needs, recognize business opportunities and influence sales volume growth Perform remote troubleshooting through diagnostic techniques and pertinent questions Prioritize first call resolution to maximize client satisfaction and minimize escalation needs Log all internal and external client interactions, noting troubleshooting, resolution, or escalation Recognize and escalate issues when additional skillset is needed Follow up with customers and users to complete the resolution and ensure customer satisfaction Provide training to clients on products installed Maintain basic product knowledge of operating systems in order to support all aspects of Imaging and IT solutions

GENERAL REQUIREMENTS

Excellent customer service skills Excellent time management abilities Strong technical and analytical abilities Extremely detail-oriented and organized Excellent problem-solving skills and a solutions-oriented mindset Ability to handle difficult or emotional customer situations Ability to be an active listener over the phone Ability to recognize when to escalate an issue

QUALIFICATIONS

Associate degree or equivalent experience in a relevant technical field Field Engineer FE Grade 2 MCSE or equivalent experience is a plus Previous experience in a help desk or customer service support position

To Apply:

Submit Updated resume to zach.ellsworth@jfs.ohio.gov with "Perry proTECH - Level 1 Helpdesk Technician" in the subject line.

Work Location:

In person