Why Compucom? (Overview)
CompuCom Systems, Inc. provides end-to-end managed services, technology, and consulting to enable the digital workplace for enterprise, midsize and small businesses. CompuCom delights with individual experiences, drives workplace collaboration and productivity, and delivers operational performance and efficiency.
This position is remote. US-based applicants only.
CompuCom enables our clients to focus on what matters most – their customers and their businesses. To do so, we employ a customer-centric, hard-working, and talented group of people. Join the team today by applying to the following role: Service Experience I
What We Need & What You’ll Do (Responsibilities)
Coordinates, diagnoses, and troubleshoots incoming employee calls. Provides support services to employees and clients with technical problems and information technology issues involving desktop, laptop, network services from local personnel or from employees using network remote access, and software. Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel. Provides case status updates to management and end-users. Supports and maintains effective relationships with users. Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support. Responsible for advising and assisting users in solving problems related to hardware, software, networks, and peripherals using available technology.
Answering incoming calls, chats or email to diagnose and troubleshoots end user desktop application issues and provides appropriate solution. Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support. Provide support for PCs, laptops, printers, cell phones, and tablets etc. Communicates with customers at all levels of technical and non-technical skills sets. While following and maintaining all standard operating procedures (SOP) through the effective use of Knowledge management.
Maintaining and keeping backlog up to date daily to ensure timely resolution to the client’s issues.
Staying up to date on new information or changes to knowledge base articles so that the correct information is given to our customers. Staying up to date on any training.
Who You Are (Qualifications)
Education: High school Diploma
Area of Study: Information Technology
Years of experience: 1-2 years of related work experience.
Experience in an IT Service Desk/Call Center environment Focus on providing exceptional customer service over the phone.
Ability to type while in involved in a conversation, at least 30 WPM.
A+ preferred but not required.
Able to communicate effectively in English both written and verbal with leadership, partners, team members, other organizations, and customers.
Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required.
Working knowledge of the Microsoft Office application suite including MS Outlook.
Solid analytical/cognitive skills to troubleshoot complex and technical problems.
Support end users in their use of applications such as Microsoft Office, VPN, Citrix…etc.
Demonstrated capability to achieve results under pressure in a fast-paced client-driven environment.
Information Systems:
Service Now
Remote software
Windows operating system
Pay rate $17.00 to $18.00/Hr
Equal Employment Opportunity
CompuCom is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, sexual orientation or any other characteristic protected by law.