About the job Technical Support Agent- OVERNIGHT (Remote)
Position Description
Our Tech Support team is looking for a career-driven individual who likes a fast-paced support role. This is an entry-level position with a lot of room for growth and upward mobility. We promote from within, so this is a chance to get in on the ground floor and work your way up. If you like working with computers, customer service and a fast-paced work environment, please apply!
Shifts:
Friday-Tuesday 10:30PM-7:00AM (overnight)
Why We Need You
Provide first level problem solving for Point of Sale hardware and software and other products, including, but not limited to, operational and technical problems
Utilize service management systems gathering and maintaining service incident data
Contribute to the KCS knowledge management system and adhere to and continually review published escalation and workflow procedures based on ISO 9000, and departmental written workflow procedures
Ability to work a variety of shifts, including weekends, holidays, and overtime as requested, perform to defined standards, carry out special work assignments, and meet all conditions of employment
Work in a team environment participating as a team member, focusing on continuous improvement and total customer satisfaction, building a relationship with our customers
Perform customer service administrative task as assigned and understand customer database and processing customer part requests
Work within KCS environment, required testing to reach preferred status as requested
Decisions are limited and routine for which clearly defined procedures are documented
Must display genuine concern and ownership for customers’ situations
Exercise sound judgement and analytical skills in determining a resolution to problems
Provide and obtain general information which is technical in nature
Work with moderate supervision
What We’re Looking For A minimum of one-year Customer Service experience. Helpdesk experience preferred.
Call Center experience a plus.
Problem solving, communication skills, typing, and basic Windows computer knowledge is required.
Networking experience is desired.
Reliable internet required with Broadband or fiber.
Ability to work at a secondary location in case of ISP outage.
AAS degree in electronics technology, computer science, or its equivalent is a plus.
A+ certification and Microsoft certifications are also a plus Vets Hired