Technical Engineer /Help Desk
Tampa, Florida, United States
Looking for the Technical career of your dreams?......then a Technical Support Engineer (Helpdesk) role at Convergys might be perfect for you. Our client is a 100,000 member-strong, global company, with sights set on changing the world.Customer service, troubleshooting and A+ Knowledge is requiredThis is the reason our Technical Support Engineers go on to do such great things in their career. They are receiving world-class training, on the job.Will it provide hands-on, technical and customer-facing training designed just for you. Imagine what a 6-week full paid training class, and the full weight of our Client behind you, will do for your career. You will have full support, work with leads to set a career path just for you...all this while making 15.00/hr. Also, refer a friend and receive $250 referral bonus! If you have an entrepreneurial spirit and a customer-first mentality, we can teach you the rest.What will your next job as a Technical Engineer look like?Responds to customer technical problems/issues related to hardware, software and networking via e-mail/chat, online, social media and phone.Assists customers by diagnosing problems and providing resolutions for technical service or care issues.Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts.Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions.Identifies, researches and provides input on unique or recurring customer problems.Remains knowledgeable of our client’s product line, current industry products and technologies.Focuses on delivering a positive customer experience according to client’s standards.Monitors and tracks issues to ensure accurate resolution.May be involved in revenue generation activities with current customers.Reviews and distributes pertinent cross-functional information.Escalates more complex customer technical issues to senior level support.Contributes to own team/closely related teams through quality and efficiency of own work.Applies communication skills to provide service, coordinate information and collaborate with others.Listens and asks questions to solicit feedback to understand needs and provide service.May communicate sensitive and confidential information.Regularly interacts with customers and first line managementRequirements:Skill in providing an exceptional customer experience.Skill in verbal and written communication to analyze, interpret and address customer needs.Knowledge of computer operating systems. Including but not limited to one or more of the following; Mac OS, Windows 98+, NT, 2000, ME, XP, UNIX, and Linux.Knowledge of computer hardware.Ability to work in a time critical environment.Ability to be flexible and quickly adapt to changing business needs and processes.Ability to employ professionalism and self-control in deescalating the upset customer.Ability and willingness to provide presales support.Ability to promote and sell products or services.Ability to sit at a computer keyboard, view a computer monitor, and use a telephone headset for extended periods of time.May be required to work unconventional hours or shifts, weekends, holidays, 2nd shift, or early mornings.Technical Certifications preferred. (i.e. MCP, MCSE, CNE, A+, Network +, Server +) HSD/GEDCareer Framework RoleHas program required basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge. Works with close supervision and clearly defined procedures. Starting to demonstrate familiarity with client terminology, operating standards and procedures. Starter without sustained metric performance levels.Disclaimer The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.