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Notes
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SUMMARY OF POSITION
A Customer Support Representative is an entry-level position within OneNeck’s support organization. Our Support Center provides a critical interface between the support organization and OneNeck’s customers. Representatives are responsible for receipt, analysis, documentation, escalation, and resolution of customer issues. Responsibilities include monitoring and reporting on batch job processing and customer environments using HP OpenView. Support Center Representatives also handle operations duties within our datacenter. The candidate will demonstrate excellent communication, troubleshooting, and documentation skills as well as an understanding and application of computer support best practices.
Research, resolve, and respond to customer issues in a timely manner
•Monitor and report on batch job processing
•Document customer interactions using Heat issue management software
•Monitor enterprise systems through monitoring software
•Escalate problems to operations support personnel
•Manage daily off site tape data storage
•Provide desktop support
•Provide point of sale system support
•Other duties as assigned
Friendly personality that enjoys assisting customers
•Strong communication skills, written and oral
•Good documentation skills and solid written grammar
•Able to accurately follow technical written work instructions
•Excellent customer service and troubleshooting skills
•Able to work in a structured environment
•Strong organization, time management, and prioritizing skills
•Type at 40 words per minute
EDUCATION
Undergraduate degree or working towards a degree is preferred
•IT or helpdesk related certifications are preferred
YEARS OF RELATED EXPERIENCE
At least 1 year IT helpdesk experience
•Experienced with issue tracking software (Heat, Remedy, Peregrine, HP Service Desk, ITSM)
•Desktop support experience (Microsoft Office, Outlook, VPN, printing)
•Datacenter operations experience preferred
•Familiarity with Unix and/or Windows operating systems preferred
•Prior work with ERP systems preferred (Baan, JD Edwards, Axapta, Peoplesoft)
•Understanding of computer networking
SHIFT
2nd Thursday through Monday
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