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Senior Associate Help Desk Technician

Company: Gainwell
Location: Roseville
Posted on: January 16, 2022

Job Description:

Gainwell Technologies LLC

Summary Provides level 1 technical support to users for computer-related technical problems on assigned account(s). Provides back-up assistance on other accounts as needed.
Job Description Essential Job Functions
Answers help desk telephones for assigned account(s) and responds to customer inquiries to ensure customer needs are met.
Assists customers in resolving technical problems on assigned by providing guidance regarding software and hardware problems.
Resolves and/or refers more complex technical problems through a defined escalation process.
Follows up with customers to ensure that their inquiries are resolved within the contracted or agreed upon time frame.
Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.
Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately.

Basic Qualifications
High school diploma or G.E.D.
One or more years of technical training in computer support preferred
Two or more years of technical or customer support experience
Experience working with company products and operating systems
Experience with solving computer related problems
Experience working with company escalation policy

Other Qualifications
Interpersonal skills to interact with customers and team members
Good communication skills
Organization skills to balance and prioritize work
Analytical and problem solving skills
Ability to work in a team environment

Work Environment
Office environment Temporarily working from home
May require shift work

Temporarily Basic Needs
Ability to work from home
Internet Service
Quiet Space

Keywords: Gainwell, Roseville , Senior Associate Help Desk Technician, Professions , Roseville, California

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