Product Support Representative - MOREnet HelpDesk

This position functions as a direct, customer-facing representative for the organization and an essential technical resource for MOREnet members on a daily basis. Responsible for properly addressing all incoming requests for technical assistance regarding our products and services. Functions as part of a team that ensures quality and timely telephone support to MOREnet member contacts with a demonstrated level of urgency and sincerity.

Essential Functions:

·        Provide front-line support and triage in a help desk setting for technical issues reported by member contacts; attempt first call resolution whenever possible, resolve or escalate as appropriate. Requests may be received via telephone, email and other media and may involve the installation, configuration, and/or troubleshooting of diverse and sometimes complex software applications and hardware solutions used by customers and typically include services offered by MOREnet.

·        Thoroughly, accurately and quickly document customer interactions in the organization’s customer relationship management system; includes capturing a request description, associated symptoms and a detailed synopsis of troubleshooting steps taken and known outcomes. Documentation is often shared with other groups; it should be entered in a timely fashion and be clear, current and concise.

·        Continually develop knowledge of MOREnet services, emerging technologies and technical skills by attending training that is offered; demonstrate initiative by seeking additional training and independent learning resources for relevant topic areas that will increase our value to members and provide relevancy for our support center. Leverage existing resources, including subject matter experts within the team and across the organization, and low/no-cost online training resources offered by UM System, as available.

·        Actively participate in team, group and MOREnet-wide staff meetings to stay informed on current organizational events, projects, strategies and service changes; engage and contribute to MOREnet’s unique culture.

·        Other duties and special projects may also be assigned in related support areas.

Minimum Qualifications:

·        Demonstrated the ability to quickly diagnose and resolve computer and connectivity problems and to coordinate hardware, system and/or software application solutions.

·        Sufficient business and technological experience with management information systems necessary to perform comprehensive analysis of customer needs and recommend alternative solutions.

·        Comprehensive documentation skills needed to develop and write systems and applications documentation and operating guides for users. Experience in the documentation and publishing of solutions to complex problems and distribute to internal and external customers is desired.

·        Knowledge of current computer security procedures for PCs, LANs, and WANs is required.

Preferred Qualifications:

·        Experience working in a call center environment where quality customer service is a top priority

·        Experience working in an information technology setting

·        Excellent customer skills, including the ability to communicate effectively over the telephone and through various electronic media

·        Excellent analytical and problem solving skills, with an eagerness to continuously learn and apply new troubleshooting techniques

·        Demonstrated ability to support Windows and Macintosh operating systems

·        Knowledgeable on domain name service (DNS) concepts and troubleshooting Internet connectivity

·        Willingness and ability to adapt to changing priorities, tasks, and work schedules to meet customer service standards

·        Ability to handle multiple requests/calls simultaneously; working under pressure and within certain time constraints