Location:
Carlsbad, CA
Employment Type:
Full-Time
Salary:
$12.50 - $12.50
Job Description
COMPANY OVERVIEW:
Productivity Associates Inc. (PAI) is a Technical Support and Customer Care service provider located in Kearny Mesa. PAI has been named to WorldBlu’s List of Most Democratic Workplaces™ 2012 as well as making the list for 2012 San Diego's 'Best Places to Work'.
PAI has been recognized for embracing freedom in the workplace and demonstrating principals of democracy. We empower our employees and each other to ‘think, act and feel like an owner’.
The Position:
The Helpdesk Technician provides technical support to customers, answering complex questions on function and usage of product via the telephone and/or Internet. This position is a primary support liaison between company and customer providing quality technical support.
The Helpdesk Technicians have excellent communication skills, and look to support their colleagues and peers throughout the organization. They have an eagerness to learn and take on new challenges while always thinking about how they could improve the customer experience. As our Helpdesk Technician you are expected to pro-actively assist the Team in driving key initiatives and ensuring the long-term success of our customers and the company.
Duties:
• Provide technical assistance and support to our customers via the phone and email
• Ensuring all incidents received are tracked, escalated, and resolved in line with internal support procedures.
• Resolve clients' questions or problems in the areas of system configurations/setup, product functionality and bugs/enhancements
• Responsible for identifying and documenting product defects for review and validation
• Serve as primary support liaison between company and customer
• Keep customer informed of how and when problems are resolved
• Involved in any additional follow up and troubleshooting
• Maintain a high level of customer satisfaction which is measured on a regular basis
• Develop and share knowledge about the software
• May perform other job duties as directed by supervisor
Requirements
Desired skill sets and experience:
• Two+ years technical support/troubleshooting experience within the computer industry
• Two+ years of Phone Support Experience
• Computer, Network, and Software certifications a plus
• Backup and Recovery experience
• Excellent time management, decision making, prioritization and organization skills
• Working knowledge of networking protocols (TCP/IP), networking infrastructure and FTP technologies
• Working knowledge of antivirus and firewall solutions
• Working knowledge of all Microsoft Windows operating systems and server platforms
• Proven technical aptitude, proven customer service aptitude
• Familiar with Customer Management Systems
• Professional written & oral communication skills
• High level of personal initiative and professionalism