Serve as the IT reference coordinator to provide assistance to internal and external customers of the company. Conduct needs assessments, evaluate assistance currently being offered and develop approaches to enhance company capabilities for user support.
Job responsibilities include are not limited to; 1. Customer case resolution providing assistance to team on field and customers. 2. Monitor assistance efforts periodically and provide assessment reports to management on status and recommendations for the improvements to ensure quality services. 3. Confer with customers and support staff to develop new approaches or alternatives to ensure that customer support is being provided effectively and efficiently. 4. Maintain records, logs and reports of support. 5. Identify areas of limited knowledge in customer support and recommend course of action. 6. Participate in process improvement and persue continual improvement aimed at improving customer satisfaction. 7. Maintaining a thorough knowledge of the technical components to our products. 8. Identify customer oppurtunities and communicate the same to the account managers. 9. Additional responsibilities as assigned.
Knowledge of computer Hardware, Networking & Software. Strong interpersonal and negotiation skills with proficiency in MS Office. Self motivated and good team player.