Customer Engineering Services · 1 day ago
Help Desk Technician I - Rochester, NY
Rochester, NY
Full-time
Hybrid
Entry Level
$17/hr - $18/hr
1+ years expCustomer Engineering Services is seeking a hybrid Help Desk Technician located in Rochester, NY. The role involves providing technical assistance to end-user customers, responding to inquiries, diagnosing problems, and ensuring customer satisfaction.
ManufacturingTelecommunications
Responsibilities
Responding to customer inquiries in a professional and efficient manner utilizing the Astea system for call tracking. Document call activity in the system database
Determining the root cause of the equipment/customer problem and apply the appropriate resolution
Redirecting problems to correct resources if unable to resolve
Order parts and field replaceable units as appropriate to maximize productivity and minimize downtime
Escalate any extended service calls to the appropriate support personnel immediately
Escalate issues/problems as required
Maintaining a productive call quota to ensure efficiency
Completing the necessary steps to ensure a high level of customer satisfaction
Staying current with platform changes and upgrades
Adhering to standard company help desk procedures
Qualification
Required
High School Diploma or GED
1 + years experience in a customer service call center environment supporting hardware and software products or comparable field service experience
Computer skills, including MS Office, and internet skills for business purposes
Positive phone etiquette for business calls
Proven technical ability to diagnose and troubleshoot hardware and software issues
Strong team player with the ability to work in a team environment as well as independently
Effective verbal, written and interpersonal communication skills
Ability to be patient and work with customer end-user employees in a professional manner
Adaptive to change
Take ownership of tasks
Ability to multitask
Apply knowledge effectively
Demonstrate a strong desire to learn
Benefits
Competitive salary
Comprehensive insurance offerings, including Health, Dental, and Vision
401(k) matching program
Product training
Company
Customer Engineering Services
Customer Engineering Services is a printing company specializing in engineering, installation, and maintenance services.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Scott Johnson
Chief Executive Officer
Cheryl Rasmussen
HR Business Partner
Recent News
GlobeNewswire News Room
2024-12-13
Company data provided by crunchbase