Tier 2 Help Desk Technician

• This is a full time, minimum 40 hour per week position.


• Handle all aspects of customer service at CCI as well as serving as the primary dispatcher for our service personnel. The employee filling this position will also be responsible for ensuring tickets are current/closed with customer, work, time information and subsequent billing. This position will be heavily involved with assisting management on Tigerpaw, GPS, ACD, and other system processes.


• Answer the customer service and help desk telephone lines with professional telephone etiquette.


• Perform Level 1 troubleshooting on all IT, camera, phone, and security issues. This includes, Mitel, NEC, Brivo, and Hikvision.


• Upgrading & Installing new workstations


• Troubleshooting workstations, printer, connection problems


• Configuring profiles and other user specific requirements


• Installing and configuring applications


• Setting up new printers


• Software Patches


• Modifying user accounts/email settings/profiles


• Maintain the accuracy of information within the CCI central data respository (i.e. Tiger Paw). Verify and update when necessary customer account information such as account name, address, main telephone number, point of contact (POC ) name, POC email address, POC telephone number. Rep will follow outlined processes as defined e.g., Help Desk Roles and Responsibilities document.


• Ensure accurate dispatch board daily


• Advise management immediately of any callouts, customer escalations and issues.


• Generate service order tickets based on the information given by the customer.


• Close and invoice service orders within two days of the completed work.


• Coordinate and assist the Customer Service Manager in the assignment, scheduling, and dispatching of all technical resources for service and installation related activities. This includes

1

coordinating technical resources for projects run by Project Managers.

• Coordinate resources to support carrier services representatives and providers.


• Coordinate subcontractors (if any)


• Assist in the tracking and monitoring all technical resources throughout their daily activities including arriving on time to scheduled appointments, rescheduling missed appointments and collecting any daily time-reporting (DTR) when necessary.


• Provide assistance to the Operations Department on an as needed basis.


• Prepare Desi labels and other related duties for the pre-install work effort.


• Backup the warehouse with all duties.


• Create training documentation as necessary.


• Assist with the implementation of technology to improve the ability of CCi's Customer Service Center to provide better support and quality of services. ? Other duties and tasks as assigned.

• This is a full time, minimum 40 hour per week position.


• Handle all aspects of customer service at CCI as well as serving as the primary dispatcher for our service personnel. This position will also be responsible for ensuring tickets are current/closed with customer, work, time information and subsequent billing. This position will be heavily involved with assisting management on Tigerpaw, GPS, ACD, and other system processes.


• Answer the customer service and help desk telephone lines with professional telephone etiquette.


• Perform Level 1 troubleshooting on all IT, camera, phone, and security issues. This includes, Mitel, NEC, Brivo, and Hikvision.


• Upgrading & Installing new workstations


• Troubleshooting workstations, printer, connection problems


• Configuring profiles and other user specific requirements


• Installing and configuring applications


• Setting up new printers


• Software Patches


• Modifying user accounts/email settings/profiles


• Maintain the accuracy of information within the CCI central data respository (i.e. Tiger Paw). Verify and update when necessary customer account information such as account name, address, main telephone number, point of contact (POC ) name, POC email address, POC telephone number. Rep will follow outlined processes as defined e.g., Help Desk Roles and Responsibilities document.


• Ensure accurate dispatch board daily


• Advise management immediately of any callouts, customer escalations and issues.


• Generate service order tickets based on the information given by the customer.


• Close and invoice service orders within two days of the completed work.


• Coordinate and assist the Customer Service Manager in the assignment, scheduling, and dispatching of all technical resources for service and installation related activities. This includes

1

coordinating technical resources for projects run by Project Managers.

• Coordinate resources to support carrier services representatives and providers.


• Coordinate subcontractors (if any)


• Assist in the tracking and monitoring all technical resources throughout their daily activities including arriving on time to scheduled appointments, rescheduling missed appointments and collecting any daily time-reporting (DTR) when necessary.


• Provide assistance to the Operations Department on an as needed basis.


• Prepare Desi labels and other related duties for the pre-install work effort.


• Backup the warehouse with all duties.


• Create training documentation as necessary.


• Assist with the implementation of technology to improve the ability of CCi's Customer Service Center to provide better support and quality of services. ? Other duties and tasks as assigned.