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Job Summary:
The Customer Technical Support Person will assist employees and customers in troubleshooting and resolving computer-related issues.
Supervisory Responsibilities:
- None.
Duties/Responsibilities:
- Handles inquiries from users on a variety of software and hardware issues.
- Assists users with installation of software and troubleshooting of related problems; refers more complicated issues to appropriate staff.
- Communicates regularly with other members of the support team to discuss recurring problems and to share solutions and best practices.
- Attends training sessions on new equipment, software, platforms, and other products; assists with development of user manuals and similar documentation for these products.
- As experience increases, provides training on hardware and software use to end users.
- As required, assists individuals with disabilities with use of hardware and software, providing additional adaptive features and devices as needed.
- Performs other related duties as assigned.
Required Skills/Abilities:
- Thorough understanding of computer software and hardware, including desktop computers, laptops, network devices, and peripherals.
- Excellent verbal and written communication skills.
- Excellent interpersonal and telephone skills.
- Proficient in Microsoft Office Suite or related software.
- Willingness to have telephone conversations monitored for quality assurance.
Education and Experience:
- At least two years of work-related experience with multiple software packages preferred.
Physical Requirements:
- Prolonged periods sitting at a desk and working on a computer.
- Must be able to lift up to 15 pounds at times.
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