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Web Support Technician

Location:Schaumburg, IL
Exempt/Non-Exempt:Non-Exempt
Employment Type:Full Time
Department:Customer Operations
Description:The Web Support Technician will assist in the resolution and escalation of both internal and external web conferencing issues.
Duties:
  • Support webcasting events and web conference archiving.
  • Responsible for tech support for high profile calls/customers.
  • Required to help create/update internal processes and procedures.
  • Test and document any updates/upgrades released by all web vendors.
  • Be able to adequately and sufficiently mentor and train fellow team members, salespeople, etc.
  • Edit archives/audio/video correctly and in a timely manner.
  • Communicate effectively with marketing on new web releases.
  • Responsible for screening, referring and diagnosing inquiries and work requests regarding desktop, vendor client software, LAN/WAN configuration (Firewall/Proxies).
  • Effectively documents internal/external issues.
  • Provides information regarding the status or resolution of the reported issues.
  • Works in partnership with others within the company to deliver quality service including IT, Sales, Billing, Customer Support and Operations.
  • Maintains working knowledge of the reservation system, services, and features.
  • Consistently communicates with supervisors, team members, and other areas of the company to ensure customer issues and concerns are handled appropriately.
  • Proactively works in partnership within the organization to improve service, enhance internal systems and training, deliver quality service, and optimize resources.
  • Provides the necessary follow-up on quality issues. Maintains a customer-oriented manner and professional relationship with internal and external customers.
  • Takes initiative to drive issues/problems to resolution and escalates when appropriate.
  • Communicates progress, results, goals, and issues to the supervisor on a regular basis.
  • Provides continuous quality improvement in the processes and activities associated with this job.
  • Meets or exceeds quality goals set for the position concerning customer satisfaction ratings and performance measures.
  • Works successfully with other departments to ensure consistency between teams.
Qualifications:
  • Strong verbal and written communication skills
  • Organization and time management skills
  • Candidate should have a good understanding PC Hardware/Standard software applications.
  • Internet Protocols (TCP/IP, HTTP, FTP…)
  • The functions of LAN/WAN devices (Switches, Routers, Firewalls, Proxies).
  • Demonstrate excellent customer service skills, and be able to effectively work both in individual and team environments.
  • Demonstrates excellent interpersonal communications and organizational skills; has the ability to understand and communicate technical requirements to our customer.
  • Demonstrates sound judgment and initiative to satisfy internal and external customer requirements.
  • Completion of a high school education or higher.


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