Provide friendly, courteous, and quality support to all users.
Strive to meet or exceed all SLA goals.
Respond to incoming telephone calls, voicemail, web-submissions, emails and/or chat for assistance from users experiencing problems.
Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems (i.e. software, hardware and client specific applications).
Document customer requests in the appropriate issue tracking system.
Route tickets accurately to second level support when needed.
Stay current on and adhere to established policies, procedures and documentation.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Required Skills:
Knowledge in Microsoft Office (i.e. Word, Excel, PowerPoint, Access).
Knowledge in Microsoft Outlook and/or Lotus Notes.
Knowledge in Windows 2000, XP, Vista, 7 and Mac OSX Operating Systems.
Knowledge of Active Directory.
Strong customer service skills.
Strong problem solving skills and decision making ability.
Effective listening and probing question skills.
Ability to learn and apply technical information in a fast-paced, demanding work environment.
Ability to follow policies and procedures; attention to detail.
Ability to handle a large call volume.
Flexibility to accommodate Help Desks hours of operation, 24 hours a day, seven days-a-week, including holidays.
Strong enthusiasm and desire to learn.
Work well in a team environment.
Excellent written and verbal communication skills.
Self-motivation and organization.
Ability to multi-task.
Performance Expectations:
The expectations listed below are representative of the performance of a successful CampusHelp agent.
A Tier 1 technician's primary goal is to either:
1. Resolve an issue on the first call and properly document steps taken.
2. If escalated, gathered and documented in the ticket all information that will be required by the escalation point.
In order to successfully provide the required information it is of the utmost importance that the agent is updating the worklog as they perform troubleshooting steps. Tickets are to be documented while the interaction is occurring. This ensures that nothing will be missed and provides the opportunity to capture and verify information in real time.
Information gathered should include, but is not limited to:
1. Ideal contact information for user including primary and secondary phone numbers and a good email address.
2. List of all troubleshooting steps taken and results of each step.
3. A complete, understandable description of context of error.
4. A screenshot, if issue requires visual description.
All of this troubleshooting and documentation must take place with a focus on outstanding customer service. Users do not contact CampusHelp because everything is working, but rather because something is not working as expected. Their frustrations must not translate to frustrations on the part of the agent.
1. Be courteous and polite on all interactions, such as saying please and thank you when appropriate.
2. When verifying information, make sure to ask politely to verify the spelling of a word or name. Ask the user politely to spell the word phonetically if the user is difficult to understand over the phone.
3. If a user becomes irate because you do not have an immediate answer, you can diffuse the situation by explaining to the user that an answer if forthcoming as quickly as possible by another party. Confidence on your part will translate to the users confidence in you in return.
4. If a user asks to troubleshoot an unsupported issue, provide them with the resources to get assistance, such as an external help desk number or web site.
5. If a user is following up on a currently existing issue, provide them with as much information as possible. Never mislead the user with a false time expectation. Never give out information you are not confident is correct.
Each part of every client interaction should let the client know their issues are important to us, and more importantly they, as our client, are important to us and we appreciate and respect them.
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