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Tier 1 Technical Support Specialist 2 (3rd Shift)

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Sales, Service, & Support
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18000860 Requisition #
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Summary:

Responsible for maintaining and improving Jeppesen customer satisfaction by providing software support to end users of company computer based products. 

 

Essential Duties:

  • Answers incoming technical support escalations, phone calls, online chat sessions, and emails in an effective, efficient, and friendly manner.
  • Enters information into customer resource management tool in order to ensure proper tracking and metric reporting.
  • Responds to all inquiries for technical support within defined service level agreements. Maintains contact with the customer to ensure effective problem tracking.
  • Monitors production systems and data delivery tools for stability and troubleshoots problems as needed.
  • Escalates unresolved problems to Tier 2 technical staff.
  • Performs other duties as required.
  • Schedule: Wed. - Sat. -  7:00pm - 5:00am

Education/Experience:

Two year degree in a related field of study and typically 1 or more years' related experience or an equivalent combination of education and experience.

 

 

Knowledge and Skills:

  • Has substantial and thorough understanding of the job.
  • Solves routine problems of limited scope and complexity by following established practices and procedures.
  • Receives general supervision with basic instructions for routine work and detailed instructions for new lines of work or special assignments. Performs routine or standardized work, choosing from a variety of well-established options. Work is reviewed for soundness and overall adequacy and accuracy.
  • Errors may cause moderate loss of time or customer/user dissatisfaction.
  • Interacts primarily with organization personnel and customers to obtain or provide information requiring some explanation or interpretation.

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