POSITION SUMMARY:
ProCirrus Technologies is a customer service company that excels at technology. Our relentless focus on end user satisfaction makes our Client Support Technicians (CST) unique in the industry and absolutely critical to our success. The ideal candidate must have an innate passion for rapid problem solving coupled with very strong interpersonal communication skills.
The Client Support Technicians will support a wide range and constantly changing variety of hardware, software and user related challenges by phone, email, and chat. The broad scope of our unique clients requires bright and engaging associates to maximize our client satisfaction. This is not a position for script followers – it’s for problem solvers.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Provide the highest level of customer satisfaction through regular client contact (both technical and non-technical support)
- Investigate and resolve incoming phone, chat and e-mail customer questions and issues in a timely and effective manner
- Document all contact activity, including troubleshooting steps and problem resolution, in the ProCirrus internal ticketing system.
- Maintain familiarity with industry protocols, best practices and operate at the highest levels of ethics and professionalism
- Create knowledge base articles for all issues not already documented to reduce troubleshooting and research time for future calls
- Responsible for knowing when and how to escalate issues within Support and be willing to ask questions when an issue cannot be resolved in a timely fashion
- Be flexible in a constantly changing work environment and work flexible hours when necessary to achieve company and individual goals
- Meet or exceed performance expectations for the level of a minimum of qualifying support tickets.
- Perform other related support and service tasks as requested.
- This position requires both reliability and a positive attitude
ESSENTIAL KNOWLEDGE, SKILLS & ABILITIES:
- Ability to communicate effectively, professionally and PATIENTLY with technical personnel as well as with customers who have limited computer background
- Ability to work independently with a proven track record of exceptional time management and initiative
- Self-starter and dynamic individual who is results-oriented
- Ability to quickly learn new applications/systems
- Ability to work as part of a team or independently
- Ability to deliver exceptional and consistent customer service while demonstrating an ability to solve the problem
- Basic Knowledge of Cloud Computing
- Basic to advanced PC troubleshooting skills
o All Microsoft Operating Systems
o Desktop Applications
o Microsoft Office products (Word, Excel, Outlook, etc.)
o Printing
o Add/Remove Programs
o Internet Explorer, Mozilla Firefox
- Basic Knowledge of PC Hardware
- Basic to advanced knowledge of Networking
- Participate in after-hours On-call support rotation
EDUCATION AND/OR EXPERIENCE:
- 2-year Associates’ degree in Computer Science or Computer Engineering or equivalent experience
- 2+ years of experience in technological field
Job Type: Full-time
Pay: $44,000.00 - $55,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Experience:
- Help desk: 1 year (Required)
- Windows: 1 year (Required)
Ability to Commute:
- Vancouver, WA 98684 (Required)
Work Location: In person