Admin - Clerical
At least 1 year(s)
TAD PGS, Inc. is currently seeking a Help Desk Technician - L1 Technical Support for one of our clients in Nashville, TN.
Job Description: Must possess or be able to obtain at least an Interim level DoD Government Security ClearanceResponsible for providing telephone/email/chat and remote diagnostic technical support of desktops, portables, peripherals (e.g., printers, projectors, etc.), and software.Answers questions about installation, operation, configuration, customization, and usage of assigned products.Verifies warranty entitlement.Applies diagnostic techniques to identify problemsInvestigate causes and recommend solutions to correct failures.Documents problems in the support solution database for diagnostics and solution implementation.
Accountabilities:Responds to customer technical problems/issues related to hardware, software and networking via e-mail/chat and phone.Assists customers by diagnosing problems and providing resolutions for technical and service issues.Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts.Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions.Identifies and provides input on unique or recurring customer problems. Remains knowledgeable of Dell’s product line, current industry products and technologies.Focuses on delivering a positive customer experience according to client standards.Monitors and tracks issues to ensure accurate resolution.May be involved in revenue generation activities with current client customers.Reviews and distribute pertinent cross-functional information.Escalates more complex customer technical issues to senior level support.
Complexity/Scope:Entry- or Trainee-level technical support role.Provides first-level support in the inbound or outbound contact center.Solves basic customer issues on any product.Routes customers when appropriate to proper support queues.Strives to improve customer experience elements.Escalates complex problems to higher level of expertise within organization.Application of basic technology and product knowledge.Follows technical support standards.Work is regularly reviewed by a supervisor/man
Knowledge & Skills:Good telephone etiquette skills.Able to communicate over the phone effectively.Strong verbal and written communication skills.Able to deal with high stress situations.Knowledge of computer and navigating through open applicationsGood organization and problem solving skills.
Experience: 1-2 two years experience in a customer service or related fields.
TAD PGS, INC. specializes in delivering secure, reliable and rapidly implemented workforce solutions to the U.S. Federal marketplace, including U.S. Government agencies and their prime contractors. With more than 50 years of experience, TAD PGS, INC. has earned a reputation for accountability, a value that government agencies and prime contractors both demand and deserve.
A wholly owned subsidiary of the Adecco Group, the world’s largest workplace solutions provider, TAD PGS, INC. sources professionals for the full spectrum of federal positions, from administrative to management, and those contracts requiring extremely niche-oriented technical skills and the highest levels of security clearance.