Customer Support Technician Job Description
Customer support technician
provides microsoft Active Directory user account administration, such as account creations and password resets.
Customer Support Technician Duties & Responsibilities
To write an effective customer support technician job description, begin by listing detailed duties, responsibilities and expectations. We have included customer support technician job description templates that you can modify and use.
Sample responsibilities for this position include:
Document ticketing system through open-ticket to resolution
Ensure that all commitments are met on a timely basis
Schedule may include various shifts including nights and weekends
Work remotely (from home or alternate office location) as scheduling needs dictate
Excellent communication skills both verbally & written in English
The selected applicant must be able to work largely unsupervised and individually, receiving little instruction on routine work and processes and receiving general instruction of non-routine assignments or processes
Works cross functionally to resolve performance issues and defects within Grass Valley hardware and software products
Provide technical support via telephone, chat and email to customers, field service professionals, and internal department
Process warranty returns, exchanges and replacements while creating customer records of the support you provide
Utilization of appropriate support documentation to resolve issues or elevate to next applicable resource if not resolved
Customer Support Technician Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Customer Support Technician
List any licenses or certifications required by the position: IAT, BICSI, CCNP, CCNA, OS, CE, TIA
Education for Customer Support Technician
Typically a job would require a certain level of education.
Employers hiring for the customer support technician job most commonly would prefer for their future employee to have a relevant degree such as Associate and Bachelor's Degree in Supervision, Technical, Computer Science, Associates, Education, Information Systems, Computer, Information Technology, Electronics, Engineering
Skills for Customer Support Technician
Desired skills for customer support technician include:
Computers
Routers
SAP
Electronics
ITIL
Access points
Active Directory User Administration
Environments and products
Mainframe technologies
Microsoft applications and outstanding customer service
Desired experience for customer support technician includes:
Being an active member of our business
Monitoring and responding to service metrics and alerts
Custom systems and services worldwide
Large and small scale gaming environments
Microsoft Windows servers 2008R2 and 2012
Unix especially FreeBsd and Debian
Customer Support Technician Examples
1
Customer Support Technician Job Description
Job Description Example
Our innovative and growing company is looking to fill the role of customer support technician. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer support technician
- Establish baseline configuration of workstations and connectivity software that allows internal customers to effectively do their jobs in the Region
- Install, configure and support desktop hardware and software applications
- Work with Data and Telecom service providers on improvements and situational issues
- Provide Level 1 support for workstations, including handling after hour’s calls as assigned
- Develop and implement processes to effectively deploy, change and move workstations and workstation software
- Follow established procedures for monitoring of systems and problem management
- Work as a member of various Project Teams
- Provide system documentation and training for PC Technicians and Help Desk associates
- Assist in troubleshooting and performing routine maintenance/calibrations on common laboratory equipment such as centrifuges, rotovaps, balances, chillers, vacuum pumps, incubators
- Perform routine/preventative maintenance on more complex laboratory instrumentation such as HPLC, GC, UV/VIS
Qualifications for customer support technician
- Communicate with providers to
- Communicate with our customers and the gaming community via Social Media and support portals
- An active TS with SCI eligibility and JAFAN eligibility is required
- High diploma required
- Contribute to a positive and productive team-oriented environment
- Familiarity or previous experience working with CRM tools such as ZenDesk, Service Center, SalesForce
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Customer Support Technician Job Description
Job Description Example
Our innovative and growing company is looking for a customer support technician. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer support technician
- Prime and/or Quality Check of instruments on daily or weekly basis as required
- Manage compound inventory/request system
- Perform metrology calibrations
- Responds to semi-complex second level service calls
- Providing team with backup plan in case of absence (illness, PTO, ), and notifying Executive support teams thereafter
- Daily maintenance of corporate laptops and desktops for local remote employees
- Demonstrated experience in managing challenging jobs with the objectives to mitigate the impact on customer’s building/experience while also minimizing the financial burden on the company
- Be a part of an “Authorized Service Partner” program to include training on company equipment, a “certification process”, and marketing collateral
- Responsible for testing, troubleshooting, repairing, and calibrating highly complex semiconductor fabrication equipment and/or sub-assemblies
- Checks performance of process system, Perform Chamber Maintenance
Qualifications for customer support technician
- Ability to effectively communicate, both verbally and in writing, whilst following specified process to handle escalated situations where good judgment is required
- Realize incoming goods control (finished products and components) in coordination with logistic teams
- Realize test on new product developments or components coordinating with quality and R&D departments
- Contribute to new product development by sharing feedback and dissatisfaction from customers with project team and marketing
- BAC+2 electronical or electrical degree
- A track record of successful delivery of client projects in a technical capacity
3
Customer Support Technician Job Description
Job Description Example
Our company is growing rapidly and is looking to fill the role of customer support technician. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer support technician
- Performs complex operational test and fault isolation and may work with little or no formally released documentation
- Works from highly complex test procedures, diagrams, written and/or verbal descriptions, and layouts to perform testing, checkout, and troubleshooting functions
- Determines methods or actions to remedy malfunctions
- Prepares wafers for experimentation
- Loads wafers and prepares tool/chamber for experimentation, operates tool/chamber
- Operates knowledgeably laboratory process equipment and instrumentation
- Orders equipment and supplies, and coordinates experimental material needs
- Flexible all shifts and weekends
- Prefer Etch background, Producer platform
- Provide first level rapid-response for all IT related incidents
Qualifications for customer support technician
- Studio & SSMS desirable)
- Responsible for creating and maintaining documentation relative to IT systems
- Ability to read and understand the office floor plan
- Ability to initiate and prioritize regular work duties and small projects, with the ability to multitask
- Ability to think ahead and work proactively, identifying issues and needs and acting to address them
- Experience operating pharma instruments, equivalent work experience and a minimum of 2 years related hands-on Pharma/Biotech experience
4
Customer Support Technician Job Description
Job Description Example
Our company is growing rapidly and is hiring for a customer support technician. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer support technician
- Provide leadership in problem determination efforts
- Ensure proper direction of the initial call or ticket from the customer, CSC, or Operations Command Center
- Respond to and document all incidents
- Manage engagement of key business stakeholders and resources during the incident management process
- Develop, refine, and document IT policies, processes, and procedures
- Develop and drive initiatives that will improve overall service delivery to our customers and support
- Work closely with Tier II and Tier III teams on escalation of issues
- Engage in continual service improvement opportunities
- Help develop system enhancements
- Acknowledge customer inquiries within 24 hours
Qualifications for customer support technician
- Ability to clearly communicate instrumentation updates and status orally and in written communication
- Active in lab environment
- The employee will regularly be required to walk, stand, sit and talk or hear
- 3+ years field service experience preferred, demonstrated customer relationship skills
- Strong mechanical skills needed
- English Language plus additional language required
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Customer Support Technician Job Description
Job Description Example
Our innovative and growing company is looking to fill the role of customer support technician. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer support technician
- Printing and shipping policy information
- Ongoing enrollments within 3 business days
- Additional duties may be required as assigned by Clearinghouse Management
- Listen to customer’s needs and concern
- Thorough understanding of laptop applications and can troubleshoot computer and mobile device questions and solve with ease
- Flawless ability to provide troubleshooting steps to accommodate a variety of users from novice to expert
- Research and resolve file failures
- Achieve and maintain proficiency with the capabilities of Bottomline’s software as a service applications, corresponding system and software changes
- Document defects and work with internal departments to escalate or resolve
- Document call transactions, processes and methodologies used to diagnose and resolve the customer’s issues within the appropriate CRM tool
Qualifications for customer support technician
- Bachelor's Degree in a technical field and 5 years of Service Desk or Technical Support experience
- 50+ wpm typing proficiency with accuracy
- Current TWIC (Transportation Works Identification Credentials) or ability to secure after hire
- Advises customers on preventative maintenance and configuration adjustments to improve product performance and customer satisfaction
- Proper etiquette via telephone, e-mail, and Chat
- Technical college or 15 plus years’ experience considered in lieu of degree