Why compucom?
(overview):
compucom provides powerful, game-changing technology solutions that are mobile, reliable and easy-to-use, allowing your business to compete like never before
our associates are what make us different.
we've built a diverse, results-driven culture, centered on our commitment to excellence, caring, and inclusion.
what we need & what you'll do (responsibilities):
- real time on floor support (queue monitoring, long call support, processes compliance, escalation point, incident management, complex technical issues resolution, supervisor calls)
- resolves level 1 and level 2 issues.
elevates complex and/or high priority problems they cannot solve to the appropriate support groups for resolution (l3 agent, manager, etc.)
- follow-up with end users to provide status updates as per service level guidelines (sla's)
- communicates with customers at all levels of technical and non-technical skills sets
- assisting l1's with escalations and technical questions.
they also provide technical coaching and training as things change in the environment.
who you are (qualifications):
type of experience:
- high proficiency in technical documentation and training material
- experience with properly diagnosing and route technical problems internally and for the client
- experience with office and vpn
- experience using itsm ticketing tools (e.g.
service now, remedy) or similar ticketing systems to manage and track incidents
- basic knowledge of itil, service desk metrics/sla's, and mobile device support
special certifications:
- preferred, not required: certification in relevant it products/technologies (example, comptia: a+ certification)
language skills:
- advanced english
technical competencies:
- data mining, analytical thinking and reporting skills
- high proficiency in technical documentation and training material
- productivity & collaboration tools proficiency
- strong hardware and software knowledge
- ability to talk and type accurately at least 30 wpm
competencies:
- prioritization ability
- adaptability
- communication skills to deliver information to a basic level sound understanding of customer support, operations, and processes
- people skills
- ability to work under pressure and meet deadlines
- leadership skills
- working in a fast-paced environment
- customer focus
information systems: (people soft, etc.)
- experience with multi-platform windows o/s required
- working knowledge of apple os