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Why CompuCom? (Overview):
CompuCom provides powerful, game-changing technology solutions that are mobile, reliable and easy-to-use, allowing your business to compete like never before
Our associates are what make us different. We’ve built a diverse, results-driven culture, centered on our commitment to excellence, caring, and inclusion.
What We Need & What You'll Do (Responsibilities):
- Real time on floor support (Queue monitoring, long call support, processes compliance, escalation point, Incident management, complex technical issues resolution, Supervisor calls)
- Resolves Level 1 and Level 2 issues. Elevates complex and/or high priority problems they cannot solve to the appropriate support groups for resolution (L3 Agent, Manager, etc.)
- Follow-up with end users to provide status updates as per service level guidelines (SLA's)
- Communicates with customers at all levels of technical and non-technical skills sets
- Assisting L1's with escalations and technical questions. They also provide technical coaching and training as things change in the environment.
Who You Are (Qualifications):
Type of Experience:
- High proficiency in Technical Documentation and training material
- Experience with properly diagnosing and route technical problems internally and for the client
- Experience with office and VPN
- Experience using ITSM Ticketing tools (e.g. Service Now, Remedy) or similar ticketing systems to manage and track incidents
- Basic knowledge of ITIL, Service Desk metrics/SLA’s, and mobile device support
Special Certifications:
- Preferred, not required: Certification in relevant IT products/technologies (Example, CompTIA: A+ certification)
Language Skills:
- Advanced English
Technical Competencies:
- Data mining, analytical thinking and reporting skills
- High proficiency in Technical Documentation and training material
- Productivity & Collaboration Tools proficiency
- Strong hardware and software knowledge
- Ability to talk and type accurately at least 30 wpm
Competencies:
- Prioritization ability
- Adaptability
- Communication skills to deliver information to a basic level Sound understanding of customer support, operations, and processes
- People Skills
- Ability to work under pressure and meet deadlines
- Leadership Skills
- Working in a fast-paced environment
- Customer focus
Information Systems: (People Soft, etc.)
- Experience with multi-platform Windows O/S required
- Working knowledge of Apple OS
