Tier 1 Technical Support Agent

Job Description

WiFi/ Networking experience highly desired!!!!!

• Research and respond to end user inquiries via phone and e-mail regarding technical support for Kodak digital products.
• Provide problem analysis and resolution with an emphasis on first call resolution.
• Provide timely and considerate customer service to end users.
• Participating in projects and department initiatives as requested.
• Excellent communication and analytical skills.
• Document customer information and detailed problem descriptions in a call tracking software program.
• Escalate problems in accordance with Service Level Agreements and program policy.
• Evaluate team workflow and processes and recommend/implement improvements to those processes.
• Hardware and software support for Windows and MAC PCs
• Hardware and software diagnostics and troubleshooting.
• Diligently and consistently follow departmental & organizational policies and procedures.
• Assist clients over the phone with their networked and wireless internet connection difficulties.
• Answer all contacts in a professional, friendly and timely manner as requested through submittal mechanisms such as phone, e-mail, relating to computer, printer, network problems and work on providing resolution.
Qualifications
• Customer service and/or help desk experience in a technical environment required.
• Associate’s degree in computer science or a related field OR a minimum of 1 years experience in a technical call center support environment.
• Excellent organization, communication, and analytical skills, and the ability to explain technical concepts to non-technical users.
• Proficiency with Microsoft Windows XP & Vista, and working understanding of Macintosh OS. 
• Experience with computer networking and wireless internet connection.
• Basic technical writing skills.  Must have excellent written and verbal communication skills.
• Ability to effectively multitask
• Proficient hardware and software troubleshooting abilities
• Familiar with MS Outlook, MS Word, MS Excel, and other standard productivity applications
• Applicant must be available evenings, weekends and holidays.
• Ability to learn new technologies quickly.
• Must be able to multi-task while maintaining customer focus.
• Experience working in a team-oriented, collaborative environment