Peraton · 15 hours ago

Technical Support

United States

Full-time

Remote

Mid, Senior Level

$51K/yr - $82K/yr

6+ years exp

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Responsibilities

Manages team that provides technical assistance to computer system and network users or other technical products and services.

Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected.

Ensures maximum issue resolution in minimum time to meet Service Level Agreements.

Establishes objectives and directs staff activities to improve technical support practices in the areas of quality, knowledge centered support and resolution timeframes.

Drives product supportability.

Coordinates customer service activities with other internal functions.

Manages personnel activities of staff (i.e., hires, trains, schedules, appraises, rewards, motivates, disciplines, recommends termination as necessary, etc.).

Designs and maintains customer databases.

Assists users with computer hardware and/or software applications (e.g. website access, email setup, troubleshooting, etc.) for the purpose of providing immediate problem resolution.

In-depth applications knowledge of company's products, services and/or systems.

Operations is 24/7 365 days per year. Candidate maybe required to work other shifts as needed.

Qualification

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