What are the responsibilities and job description for the Customer Support Analyst position at Tailor Baze?
Scope of Services
- Responsible for software and hardware support.
- Provides technical advice, guidance and informal training to customers using hardware and software programs.
- Troubleshoots and restores routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures.
- Performs root cause analysis and develops checklists for typical problems.
- Recommends procedures and controls for problem prevention.
- Maintains knowledge database and call tracking database to enhance quality of problem resolutions.
- Works in a team setting, sharing information and assisting others with calls.
Education
- High School diploma or equivalent.
Experience
- Two years of work experience in the installation, maintenance and technical support of workstation hardware.
- Or two years’ experience providing customer service and technical support with Microsoft Office 365 and Windows 7 or above operating system.
- Or Technical certifications from workstation training programs such as CompTIA A , Comp TIA Net , and MCDST may be substituted for 1 year of experience.
- Or a Bachelor or Associate degree in Computer Science, Information Technology or closely related field from an accredited college or university.
Primary Job Duties/ Tasks
- Assisting the Workstation Support Supervisor with troubleshooting computer systems and related software
- Learning about and providing technical assistance and routine maintenance of specialized software applications.
- Providing support for other IT related hardware devices such as networked printers, smartphones, etc.
- Providing Tier 2 support of medium to high difficulty requiring the ability to take ownership of complex issues.
- Provide advanced troubleshooting to determine cause of problems.
- Installs, configures, and provides support, monitors Service Desk queue and resolves support tickets as assigned.
- Participates in and coordinates projects, shares information and receives feedback from other OIT staff as appropriate.
- Generates and maintains detailed technical documentation, coordinates service calls and repairs for warranty and non-warranty items.
- Provides Audio Visual (AV) and Video Conferencing (VC) support as assigned. Assists with reserving, setting up, and troubleshooting of AV and VC equipment.
Job Specific Knowledge, Skills, and Abilities (KSAs)
- Advanced knowledge of Microsoft products, including operating systems, office suite and outlook in a networked environment
- Advanced knowledge of computer software, hardware, and firmware relative to personal computers, local area network/wide area network environments
- Skilled at installing and providing technical support for software applications, operating systems and personal computer hardware
- Ability to do advanced troubleshooting on various manufacturers of computers
- Ability to plan, organize, manage and track projects
- Ability to communicate effectively both verbally and in writing
- Ability to read, understand, and comply with the department's policies