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Home-based PART-TIME position with daily travel to customer sites in the Maryland/Delaware Peninsula territory. The ideal candidate will reside within the Dover, Delaware area with minimal overnight travel. This position is accountable for providing technical support to external customers to resolve issues regarding proprietary software and hardware.
Job Responsibility:
Provides technical support to external customers to resolve issues regarding proprietary software and hardware and will be capable of fully supporting all products within their region
Responds to, evaluates and prioritizes assigned service orders, for assistance with hardware, software, networking, customer service and other computer-related technologies
Identifies the priority status of a service based on customer feedback and the nature of the problem
Performs reactive/proactive Preventive Maintenance as assigned
Handles problem recognition, isolation, resolution and follow-up for routine customer problems
Responsible for the overall ownership of the service order, or will ensure proper critical issue processes are followed
Interviews customers to gather information about problem and leads user through diagnostic procedures to resolve source of error or cause of problem
Logs and tracks all service order activity in CRM, maintains history records and related problem documentation
Consults with advanced team members and their liaisons to understand software and hardware errors
Notifies appropriate internal personnel of issues at a particular account
Ensures customer satisfaction by responding to inquiries in a timely manner and coordinating customer service needs with other departments as required
Manages parts per the parts management policy and procedures
Requirements:
Must be flexible with shift coverage in a 24x7 environment
2-5 years Strong customer service skills required
Minimum 2 years PC experience
networking experience required
Must possess and maintain a valid driver's license and meet BD's auto safety standards
Excellent verbal and written customer service, telephone, troubleshooting and communication skills
Ability to lift a minimum of 70 lbs
This position requires a considerable amount of pushing, pulling, stooping, bending and lifting
Must provide proof of, and maintain current immunizations and acquire additional immunizations appropriate for the facility which enables access to customer sites in order to perform crucial job functions