Service Delivery Technician I provide technical support in a professional manner to customers by researching and answering questions, troubleshooting problems, maintaining server and workstation performance, and closing tickets efficiently. The Service Delivery Technician supports customers during both pre-and post-sales periods. The position is responsible for ensuring that the customer relationship is managed through proactive customer communications by providing rapid response and guaranteeing that estimated response times are communicated up front. The Service Delivery Technician I is accountable for customer satisfaction by achieving certain prescribed, measurable performance goals on a daily basis.
Duties and Responsibilities:
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Answers Level 1 inbound calls, support tickets and web chats,
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Assesses customers technical support needs and handles/routes customers accordingly, using documented procedures and available tools
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Provides answers to clients by identifying problems, researching answers, and guiding clients through corrective steps
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Improves client references by writing and maintaining documentation
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Participates in development of client training programs by identifying learning issues and recommending instructional language
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Improves system performance by identifying problems and recommending changes
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Achieves specified performance goals
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Participates in Trapp internal meetings and required trainings
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Maintains a professional image and demonstrates an understanding of and follows all Trapp Policies and Procedures
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Other duties as assigned
Qualifications and Skills:
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High School Diploma or GED equivalent, required
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Minimum of two years customer support experience, required
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Ability to type 30 WPM
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Exceptional listening skills
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Ability to communicate clearly and succinctly
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Ability to compose grammatically correct, concise and accurate notes
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Possess good troubleshooting skills and be able to isolate and fix problems quickly
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Capable of locating and installing device drivers
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Diagnose, troubleshoot and/or upgrade workstations and servers
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Enhanced ability to interpret customer's description of problem, troubleshoot and provide solutions, summarize and document interaction
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Some experience with Active Directory and understand how to add users and groups
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Understand a domain environment and how to access file/folder shares on other machines on the network
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Understand how to install different types of software and troubleshoot error messages that may come up
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A+ recommended but not required
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High School Diploma or GED equivalent, required
-
Minimum of two years customer support experience, required
-
Ability to type 30 WPM
-
Exceptional listening skills
-
Ability to communicate clearly and succinctly
-
Ability to compose grammatically correct, concise and accurate notes
-
Possess good troubleshooting skills and be able to isolate and fix problems quickly
-
Capable of locating and installing device drivers
-
Diagnose, troubleshoot and/or upgrade workstations and servers
-
Enhanced ability to interpret customer's description of problem, troubleshoot and provide solutions, summarize and document interaction
-
Some experience with Active Directory and understand how to add users and groups
-
Understand a domain environment and how to access file/folder shares on other machines on the network
-
Understand how to install different types of software and troubleshoot error messages that may come up
-
A+ recommended but not required
