Vology

  • Technical Support Desk Representative

    Job Location US-FL-Tampa
    Posted Date 3 weeks ago(11/26/2018 12:05 PM)
    ID
    2018-1852
    # of Openings
    1
  • Overview

    Technical Support Desk Representative

    Do you enjoy working in a fast-paced environment? Do you enjoy interacting with internal and external customers? Do you have professional communication skills and an eye for detail? Our Technical Support Desk Representative position will allow you to put your talents to work and grow in your career, right here – right NOW!

     

    WHAT WE HAVE TO OFFER YOU 


    Do you enjoy working in a fast-paced environment? Do you enjoy interacting with internal and external customers? Do you have professional communication skills and an eye for detail? Our Technical Support Desk Representative position will allow you to put your talents to work and grow in your career, right here – right NOW!

     

    WHAT WE HAVE TO OFFER YOU
    The Vology campus is a state of the art facility jam packed with cutting edge technology ensuring a Fun - FAST - Exciting place to work! Our culture is innovative and agile overflowing with opportunities to grow in your career. We don’t just think present when we hire someone, we think future! Promoting health and wellness is a standard here. Our monthly/quarterly events and our onsite fitness center are all part of the package. These are just a few FUN offerings we rave about. ~Live Well, Work Well

     

    BENEFITS

    • 4% Match on 401K and 100% vested immediately
    • 100% company paid for Life, AD&D, Short Term Disability and Long-Term Disability
    • Competitive benefits including Medical, Dental and Vision
    • Tuition Reimbursement
    • Certification reimbursements and bonuses
    • Beautiful scenic views from every office
    • Onsite Gym
    • Wellness programs, Ping Pong Tournaments, First Friday and more!

     

    Responsibilities

     

    The Technical Support Desk Representative serves as a member of Vology’s Field Operations team. The Technical Support Desk Representative is responsible for monitoring, receiving, and administering fielnd logistics requests within the service management system. The Technical Support Desk Representative must have excellent communication skills, detail-orientation, and follow through.

    THE ROLE


    The Technical Support Desk Representative serves as a member of Vology’s Field Operations team. The Technical Support Desk Representative is responsible for monitoring, receiving, and administering field and logistics requests within the service management system. The Technical Support Desk Representative must have excellent communication skills, detail-orientation, and follow through.The Technical Support Desk Representative is responsible for owning support requests from the creation of the request to its closure, ensuring accurate and timely documentation throughout the support process within the service management system.


    • Creation of support request in service management system from received inbound calls and emails
    • Validation of customer entitlements
    • Dispatch of support requests to field technicians
    • Communication with Field Engineers prior to arrival regarding schedule details and ensuring timely arrival
    • Performance of defined escalation processes
    • Escalation to Technical Support Center when support request requires advanced technical expertise
    • Functional escalations to other Field Services and Managed Services teams as required
    • Collection of closing information from Field Engineers
    • Documentation departure of field engineers and spares, including all information required to meet customer and Vology requirements
    YOU MUST HAVE
    • Excellent interpersonal, written and verbal communication, and customer service skills
    • Demonstrated experience in a customer support, call center, or dispatching role
    • Ability to interact effectively with different levels of internal and external customers
    • Ability to multi-task and work well under pressure
    • Strong organizational and problem-solving skills
    • Ability to be versatile, flexible, and collaborative
    • Ability to work in Clearwater headquarters a minimum of three shifts per week
    • Nicotine-free

     

    Qualifications

     


    YOU MUST HAVE


    • Excellent interpersonal, written and verbal communication, and customer service skills
    • Demonstrated experience in a customer support, call center, or dispatching role
    • Ability to interact effectively with different levels of internal and external customers
    • Ability to multi-task and work well under pressure
    • Strong organizational and problem-solving skills
    • Ability to be versatile, flexible, and collaborative
    • Ability to work in Clearwater headquarters a minimum of three shifts per week
    • Nicotine-free

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