CompuCom IT / Phone Support Technician in Canton, Ohio
IT / Phone Support Technician
Ref No.: 21-00291
Location: Canton, Ohio
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* * * Contract Opening for 2 Technicians with outstanding end user support skills via the phone to work on-site in Canton – Short Term Project.
Our client is a financial services company that is providing new Chromebooks and phones to their staff to enhance their work-from-home experience. We are looking for technicians to guide the associates with the setup of their equipment, mainly through video conference calls. Excellent communication skills and a friendly disposition are essential.
For Voice Phones Setup Tech:
1-2+ years of IT support preferred
1+ years of troubleshooting experience in IT or Voice support
Remote phone support experience highly recommended
Must have supported users over the phone to some degree and show they can hold an informative conversation with a customer
Excellent manners / polite (appreciative, kind)
Ability to listen and restate conversations (pays attention, practices effective listening)
Patient and respectful (values others’ opinions and comments)
Ability to describe possible resolution steps in several different ways talking to a customer while not talking down to them
Confident and helpful (let’s work together to get you all set up)
Creative, positive attitude towards work and customers (no worries, we will get this fixed together)
Light training provided on how to set up a 6-part phone configuration using training material provided, self-help videos as well as some in-person instruction
Will be able to team up with other support techs on initial support calls to gain support experience
After initial and live training, Voice Support Techs will be able to support calls with 5+/- call center agents, where they will walk agents through the phone configuration and subsequent testing and troubleshooting when required
Techs will escalate any issues that are unresolvable with tier 1 co-workers, then to tier 2 support if needed
Report to onsite team lead when they arrive and prior to departure daily
Attend all assigned support calls and staying until all customer service agents have completed their setup or proper escalations have occurred
Tech will log and report back on results of each training / support calls
PPE equipment for COVID-19 protection is required at customer facilities
A small application will be required to be installed on the candidates’ phones to report physical well-being prior to a temperature check and coming on-site
W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. * e X cell ™ Supports Equal Employment Opportunity* e X cell ™, a division of CompuCom® Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit www.excell.com .