Melissa is seeking a Tech Support Specialist for their Rancho Santa Margarita office.
The main duties of this position include investigating and resolving software and hardware problems of computer users.
Essential duties and responsibilities include the following. Other duties may be assigned.
- Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, and faxed requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related problem documentation.
- Interview user to collect information about problem and leads user through diagnostic procedures to determine source of error.
- Determine whether problem is caused by hardware such as modem, printer, cables, or telephone, or by software such as operating systems or anti virus.
- Handle problem recognition, research, isolation, resolution and follow-up for routine user problems referring more complex problems to supervisor or technical staff.
- Analyze and evaluate current software problems and make recommendations to reduce problems with the software in the future.
- Consult with programmers to explain software errors or to recommend changes to programs.
- E-mail supervisors and the rest of the department regarding defective products.
- Test software and hardware to evaluate ease of use and whether product will aid user in performing work.
- Write software and hardware evaluation and recommendation for management review.
- Write or revise user training manuals and procedures.
- Develop training materials such as exercises and visual displays.
- Train users on software and hardware via phone, fax, mail or e-mail.
QUALIFICATIONS:
- 2 year degree in computer science or equivalent work experience
- Fluent English and good phone/customer service skills are A MUST
- Basic math skills of addition, subtraction and multiplication.
- Reasoning ability (Troubleshooting, maintaining flow of thought while on the phone and handling multiple tasks at once are critical.)
- High school diploma required.
We maintain a customer service environment in which we take into consideration they are our reason for existing. We emphasize teamwork and communications while striving for a common goal. Constant improvement in our testing abilities and troubleshooting skills are a priority.
Melissa is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.
