Level II Technical Support
Company: Acer Service Corporation
Location: Temple
Posted on: August 5, 2022
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Job Description:
JOB DESCRIPTION JOIN THE ACER TEAM in Temple, Texas This is a
direct temp to hire position. Excellent benefits package after 90
days. The is a partial remote position; must report on-site one day
per week (subj to change). Job Summary: Interface via telephone
and/or email with external customers on technical support related
issues, Generally Monday through Friday from 7:00 AM to 8:00 PM,
must be able to work a shift schedule that falls during these work
days and hours. Must possess fluent English/Spanish verbal and
written communication skills. Works various technical and customer
service related correspondences to ensure customer issues are
resolved in a timely manner. Place orders as needed to resolve
issues. Essential Functions: Answers all inbound technical support
inquiries regarding customer---s hardware and software issues
Provides requested information to relevant stakeholders Documents
all inbound and outbound customer interactions Submits all order
types to resolve service related issues and warranty driven
replacements as needed Owns and manages tasks to complete closure
Prepares technical writing to support the work instructions and
manuals Other duties as assigned Experience, Skills and Abilities:
Must be able to explain and demonstrate performance of the
essential functions of the job, with or without reasonable
accommodation. Must possess the following experience, skills, and
abilities: Minimum of 6 Months technical support experience ---
preferably phone/email/chat experience Minimum of 6 months in
customer service or support role --- preferably phone/email
experience Troubleshooting/diagnostic experience Strong computer
skills and experience in all current Microsoft OS and MS Office
Must be self-motivated with inherent ability to multi-task Identify
/ define processes that enhance the customer experience, reduce
costs and deliver the right solution the first time Exhibits
professional conduct Must possess excellent written and oral
communication skills Strong problem solving and negotiation skills
with the ability to deal with difficult customers and situations
Must possess excellent interpersonal skills with the ability to
work in a collaborative team environment Education/Certifications:
High school diploma or equivalent; or a minimum of 6 months related
experience or training; or equivalent combination of experience and
education. Technical certifications and/or Associates degree a
plus. Physical Demands: While performing the duties of this job,
the employee is regularly required to sit. The employee is
frequently required to use hands for keyboarding and telephone
operation. The employee is occasionally required to walk, stand and
reach with arms. The employee must regularly lift or move 10
pounds. Specific vision abilities required by this job include
close vision and the ability to adjust focus. Work Environment:
While performing the duties of this job, the employee works in
ambient room temperatures with lighting and traditional office
equipment as founding a typical office environment. . Page 1 of
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Keywords: Acer Service Corporation, Temple , Level II Technical Support, IT / Software / Systems , Temple, Texas
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