TEKsystems Agent Technical Support in Cedar Rapids, Iowa
Responsible for solving technical computer and application questions remotely over the phone by diagnosing problems through interaction and trouble shooting with field agents. Typically able to solve less complex problems immediately. In addition administer the computer lease program to ensure proper procedures are established and followed.
Responsible for 1st tier technical support of field agents software downloaded on Desktops and Laptops. Responsible for timely execution of processes to identify first level problems, research, isolate, resolve and follow up with customer.
Responsible for use of Agent Support Database to record and document problems and resolutions for future reference. Will track information and provide information necessary to generate queries to garner information to help the ASC and the ITS dept in day to day operations.
Responsible for testing of illustration software on different O/S's and following Test Matrixes. May provide input to testing scenarios
Responsible for duplicating over 35 different master software versions via CD or electronic distribution as requested. After duplication and distribution software is tracked by agent for support and future update information. Communicate necessary information to ASC and management for support and review.
Responsible for remote support and knowledge transfer of software and hardware. Will follow appropriate guidelines for escalating problems to internal developers. Limited knowledge of the applications is needed and will be provided on the job. This includes Client Management system, needs analysis system, and illustration system, among others.
telephone support, windows, troubleshooting, customer Service
Top Skills Details:
1) Customer Service 2) Help Desk 3) Remote Support
Additional Skills & Qualifications:
Answer inbound or making outbound calls to assist our agent field with website registration, login/password, and general navigation issues. Requires strong phone skills. Any technical experience troubleshooting website/browser issues desired but not required.
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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