Information Technology Specialist

ROLE SUMMARY

We are currently looking for a Technical Support Associate to join our Customer Service Team based in Marlborough, MA. You will be responsible for the tasks listed below.

The Customer Support Associates responsibilities will include telephone support of our custom Windows application, Windows operating systems, e-mail, dialup access and network support for customers and field employees. PC configuration and internal IT support will also be required.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Answer all customer enquiries concerning operation and configuration software

• Trouble-shoot network problems remotely (including connectivity, wireless LAN access, VPN/broadband and non-reporting issues).

• Log every customer interaction into the CRM system.

• Call escalation to field teams for critical issues.

• Remote installation/troubleshooting for software and upgrades, data base repair and removal of software viruses.

• Research technical and software issues to identify trends for early detection and repair.

• Perform data migration on customer computers.

MINIMUM QUALIFICATIONS

• Extensive knowledge and practical experience of operating systems including Windows 98/NT/2000/XP/Vista/7 essential.

• PC hardware and configuration skills essential.

• Intermediate networking knowledge preferred.

• Previous experience working in a customer care environment.

• Excellent problem solving, telephone and communication skills.

• Knowledge of IT operations, responsibilities, workflow processes and procedures in order to resolve inquiries independently.

• Good customer and vendor relationship skills

• Ability to rapidly adapt to new technologies and assess their potential impact and usefulness in diverse areas within the company.

• Ability to work flexibly with the team to ensure timely delivery of service.

• Ability to produce high quality work under pressure and within tight timescales.

• An ability to work within tight deadlines and manage time effectively.

• Strong team player with flexible attitude to work priorities.

• Excellent computer skills (MS Office applications and Internet Explorer