IT Asset Management Expert
hace 4 días
About the Role
This position is responsible for collaborating with various teams to manage customers' IT assets, resolve customer issues, and ensure utmost customer satisfaction and a seamless customer service experience. The role involves efficient handling of customer inquiries through multiple channels, meticulous tracking of open tickets, and diagnosing root causes for prompt resolutions.
Key Responsibilities
- Collaborate directly with technical support engineers, service delivery manager, and customer coordinator to foster a cohesive team approach.
- Keep track of open tickets, ensuring timely resolutions across the organization, and proactively communicate progress.
- Assume responsibility for handling open service requests, implementing effective fixes, and documenting cases for escalation.
- Determine the root causes of failures to facilitate prompt resolutions and maintain detailed records for future reference.
- Address customers' issues, including product compatibility and configuration, support entitlements and validation, invoice and shipping inquiries, electronic support troubleshooting, and product availability.
- Contribute to achieving department goals by making recommendations to management to improve efficiency and effectiveness.
Education and Experience
A bachelor's degree in Computer Science, Information Systems, Engineering, or a related discipline is required. Typically, this role requires 2-4 years of work experience, preferably in telephone support, the microcomputer industry, or a related field, or an advanced degree with little or no work experience.
Required Skills and Qualifications
- Accounting and financial services skills
- Billing and invoicing expertise
- Call center experience
- Customer relationship management
- Customer support and inquiry handling
- Data entry and record-keeping skills
- Technical support and workflow management
Impact and Scope
This role impacts the immediate team and acts as an informed team member providing analysis of information and limited project direction input.
Estimated Salary Range: $60,000 - $90,000 per year
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