The Support Center Technician provides first-line support to end-users and employees on technical issues related to application, networks and infrastructure.
Essential Duties and Responsibilities:
- Respond to support requests from customers via phone, ticketing system, and email
- Accurately and efficiently assess the customer’s request to determine severity & priority
- Define, research, and resolve or escalate customer issues in a timely and accurate manner (including routing non-technical issues appropriately)
- Provide prompt and timely updates to customers, colleagues, and management on outstanding issues
- Adhere to Support Center processes and procedures, contribute to growing/updating the knowledge base
- Act as liaison between customers, colleagues, management, and other non-technical CPI departments
- Other tasks, duties, and responsibilities as business needs dictate, conveyed by supervisor(s)
Job Requirements:
- Must be ready, willing, and able to work 1st, 2nd, and 3rd shift as the schedule rotates through the year (1st shift: 8am-4pm, 2nd shift: 4pm-12am, 3rd shift: 12am-8am)
- Must be able to work weekends – the Support Center at CPI is a 24/7×365 department
- Must work in CPI HQ – this role is not eligible for any WFH
- Must be able to access customer sites (access granted by each customer)
- Ability to lift 50lbs
Education Requirements:
- High School Diploma required
- Associate’s/Bachelor’s Degree preferred
Experience Requirements:
- Capability to understand and learn XML/HTML/Linux/Unix and other technologies
- Strong communication skills, punctuality
- 1-2 years of IT Support experience is preferred
