• UMASS
  • $62,455.00 -94,240.00/year*
  • Worcester , MA
  • Customer Service/Call Center
  • Full-Time
  • 2 Hampden St

GENERAL SUMMARY OF POSITION:

Under the direct supervision of the Help Desk Manager or designee, the Sr Enterprise Support Technician provides first level support for all incoming calls to the Help Desk via telephone, e-mail, walk-in, and self-service. The Sr Enterprise Support Technician will also provide courteous, timely, and effective resolution of customer issues and serve as a facilitator/coordinator of team efforts/projects.

MAJOR RESPONSIBILITIES:

  • Provide coverage to the Information Technology Help Desk
  • Train, motivate, lead, foster team collaboration, and serve as the content expert
  • Lead projects and initiatives as directed by management
  • Receive and Responds to telephone, walk-in, e-mail and self-services request in a courteous and professional manner
  • Resolve complex service and problem tickets
  • Use an Automatic Call Distribution system for answering inbound calls and making outbound follow-up calls
  • Applies standard principles, concepts, and techniques toward the identification and resolution of complex user problems with a high level of detail and accuracy.
  • Performs other duties as required
  • REQUIRED QUALIFICATIONS:

  • Associates degree in relevant field or equivalent working experience
  • 3 years of related experience in a call center or help desk environment
  • Excellent oral and written communication skills
  • Technical acumen for Windows & Mac Operating Systems
  • Mobile Devices Support (iOS, Windows, Android)
  • Advanced understanding of computer hardware and software technologies including but not limited to remote support, wireless and mobile technologies
  • Ability to work independently and as a team member
  • Ability to accurately follow guidelines, policies and procedures
  • Ability to perform a variety of concurrent tasks with minimal supervision or direction
  • Ability to travel to off-site locations.
  • Apply
    Associated topics: desktop, front desk, help, information technology support, network, patient, systems administrator, technician i, technician iii, technician iv

    * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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