Customer Support Technician 11am-7pm M-F - Hopkinton, MA
RESPONSIBILITIES Create, research and update service requests. Execute Business Continuity procedures if needed, according to established protocols. Business Continuity to be defined as Disaster Recovery operations due to a variety of reasons, i.e. problems with the network, operating system, telephony, etc. Implement escalation procedures as required. Inspect and influence global process alignment for incident management. Interface with Global support teams and Field personnel. Performs contract entitlement checking and works with customer to establish PO documentation for services if the customer is not entitled for service. Performs Tiered Services enforcement based upon customer's contract level and routes these customers to appropriate service teams. Route service requests to appropriate product support teams.
Customer Support Technician supporting VIC. **Must be US Citizen**Executive Handling with Special Programs = US Citizen on US Soil (UCUS)**
SHIFT: Mon-Fri 11:00am-7:00pm EST.
OVERVIEW: Provides front end support via online Chat, Email, and Phone for Partners, Internal and External Customers. Also supports Dell/EMCs Online Support portal for Partners, Internal and External Customers. Follows process and procedure to ensure excellence in customer service. Work hours may comprise of shift patterns, weekends, and holidays to cover a 24 X 7 period.
PRINCIPAL DUTIES AND RESPONSIBILITIES: • Communicates with customers via Live Chat. Chat customer support technicians assist engaging technical support, providing entitlement details, licensing queries, and online support. • Create, research, and update service requests. • Tiered Services enforcement based upon customer's contract level and routes these customers to appropriate service teams. • Management of EMC Online Support issues including locked accounts, password resets, Contact Administration, and other Online Support technical issues. Work through Service Requests, email, and telephone. Troubleshoot issues through to resolution. Interface with applicable partner teams, IT, sales, and other internal groups. • Implements, escalates procedures in a timely manner to appropriate personnel as directed by Global Support Center Shift leads and management. • Provides support and exhibits sense of urgency reconciling inconsistencies. • Performs other duties as required.
SKILLS: • Strong Customer Support skills. • Customer focused. • Prioritization of tasks. • Sense of Urgency. • Basic computer skills. • Strong communication skills. • Ability to work in a team environment. • Ability to work in a high-pressure environment. • Organizational skills. • Able to adapt to change Troubleshooting/Problem solving skills. • Ability to multi-task Adaptability; easily adapts to change and new processes. • Positive influence.
EDUCATION: High School diploma.
EXPERIENCE: 1+ years customer support.
United States of America
Online / Full App
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Job Title: Customer Support Technician 11am-7pm M-F
Location: Hopkinton, MA
Job Type: Temp Position
Reference ID: 346846
Posted Date: 11/12/2018