CenterEdge Software
  • Roxboro, NC, USA
  • Full Time

Health Insurance, 401K, PTO, Holidays, STD, LTD, Amusement park discounts, PTO, Tuition Assistance


CenterEdge's Support Technician  serves on the front lines working directly with our customers in our call center to provide superior support with all application support needs. The Suport Technician ensures that all Service Level Agreement commitments are met, and the quality of service is excellent.  Our support platform includes 3 tier levels of technical suport including T1, T2 and T3. Tiers are based on certified position knowledge of the product portfolio.  T1 is considered entry level into the role.  New Tier 1's Individual will be in training mode up to and until the 6-month mark of their employment. Movement to T2 and T3 positions requires next level skill certification. 

The primary task of this position will be to troubleshoot and resolve issues, install and support the systems and assist with the day-to-day operations for CenterEdge's support infrastructure. These duties will be performed in compliance with policy guidelines and within timeframes as defined in the team's SLAs and/or project requirements.

On average, a Support Technician should spend 80% of their time handling customer issues, 10% planning and projecting time (knowledge base), 5% receiving coaching, and 5% in meetings.

Requirements

  • Knowledge of Windows environment and computer hardware and software at an intermediate or advanced level
  • Ability to troubleshoot and solve most customer related issues
  • High School Diploma and 1 year of college or equal experience
  • Strong Communication skills; verbal and written
  • Experience in customer service
  • Strong technical aptitude

 

CenterEdge Software
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