Position: Tier I Technical Support/Customer Service
Location: Rio Rancho, NM
Duration: Direct Hire/Full Time Opportunity
The Ideal candidate is someone that has a passion for computers, technical agility with the ability to solve customer s computer/ mobile device questions with a high degree of customer service.
1. Technical Support for mobile devices Smartphones, tablets, laptops, music players Provide technical support via phone, chat or email
Resolve issues, schedule follow-up and/or escalate the customer's call.
Thorough understanding of laptop applications and able to troubleshoot computer and mobile device questions and solve with ease. Assist users of the client's products and services by answering questions and using critical thinking to solve problems involving their use.
Ability to use documentation tools to log and resolve basic and routine customer inquiries Technical aptitude with the ability to troubleshoot at an elevated level of expertise
2. Communication Prepare complete and accurate case management notes
Update customer s files Ability to provide troubleshooting steps to accommodate a variety of users from novice to expert.
Communicate effectively with individuals/teams in the program to ensure high quality and timely delivery on customer s requests. Effectively transfer customer requests to an appropriate party to solve and provide excellent customer care.
Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity. Participate in activities designed to improve customer satisfaction and business performance. Develop broad and in-depth knowledge of client products and services at an elevated level of expertise. Attend training sessions as required
3. Knowledge Skills Excellent Customer Service Strong experience with MAC OS, Windows 7 or Windows 10
Experience troubleshooting problems connecting to external devices such as printers/external drives/or portable media players
At least 6 months of customer service experience Quick learner, ability to multi-task, team player
Min of 35 WPM
With Kelly, youll have direct connections to leading IT organizations in the best companies around the globeoffering you the chance to work on some of todays most intriguing, innovative and high- visibility projects. In a field where change is the only constant, our connections and opportunities will help you take your career exactly where you want to go. We work with 95 of the Fortune 100 companies, and more than 3,000 IT hiring managers turn to us each year to access the best talent: people like you.
Last year we found 8,000 opportunities for IT professionals. Let us help advance your career today.
About Kelly Services
As a workforce advocate for over 70 years, we are proud to directly employ nearly 500,000 people around the world and have a role in connecting thousands more with work through our global network of talent suppliers and partners. Revenue in 2017 was $5.4 billion. Visit kellyservices.com and connect with us on Facebook, LinkedIn and Twitter.
Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females, Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and is committed to employing a diverse workforce. Equal Employment Opportunity is The Law.