Remote Service Technician-Project Based

Description

The Remote Service Technician (RST) plays a vital role as a member of our Field Service Team, with the primary responsibility of providing top-notch services to our designated customers. This position requires close collaboration with Field Service Coordinators to ensure the delivery of exceptional customer service and support.

Remote Service Technicians will be scheduled Monday through Friday between the hours of 9:00 AM - 8:00 PM. The position must also demonstrate proficiency in the effectuation of service to customers. This role is remote but may require overtime, and weekend hours. This role is a project based temporary position that will conclude in December 2024.

Roles & Responsibilities

• Ticket Management: Proactively address and resolve assigned work inbox tickets
• Configurations and Installations: Perform RST configurations and installations to meet customer requirements
• Service Desk Support: Offer assistance to service desk agents through Google chat rooms, ensuring seamless communication and issue resolution
• Incident Handling: Effectively manage defective incidents and kickbacks from clients through the Incident Resolver Inbox
• Feedback Loop: Provide constructive feedback to agents for continuous improvement when identifying defects in the process
• High-Priority Issues: Promptly address high-priority callbacks and issues as assigned
• Technical Deployments: Execute deployments and technical installations using remote deployment tools while adhering to documented procedures
• Documentation: Thoroughly document all interactions within the ticketing system and escalate as required, following established standard operating procedures
• Guideline Adherence: Rely on provided instructions, installation scripts, and pre-established guidelines to perform assigned functions effectively
• Adaptable Support: Willingness to undertake other duties as assigned to ensure the overall success of the team and organization
  
  

In this role, your contributions will be instrumental in maintaining the high level of service our customers expect from us.

Requirements

• Minimum of 2 years of hands-on experience in a help desk technical role, providing technical support and troubleshooting assistance to end-users
• A+/Net+ certification or equivalent knowledge and experience in computer hardware, software, and networking
• Proven ability to thrive in a fast-paced environment, effectively prioritizing and managing multiple tasks simultaneously
• Strong attention to detail, with the ability to take comprehensive and accurate notes during interactions with users
• Exceptional customer service skills, demonstrating a patient and empathetic approach to effectively resolve user issues
• Excellent communication skills, both verbal and written, to effectively convey technical concepts to non-technical users
• Flexibility in working hours, including occasional evenings and weekends, to provide support during high-demand periods or critical incidents
  
  

Reporting

The position reports to the Field Services Client Solutions Specialist.

Work Environment

While performing the duties of this job, the employee is regularly required to sit, talk, hear and use hands and arms to reach. The noise level in the work environment is usually low to moderate.

DISCLAIMER

This job description is a summary of the primary duties and responsibilities of the job and position. It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities.

Netfor, Inc. is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Netfor, Inc. participates in E-Verify.

Netfor, Inc. will not sponsor applicants for work visas.

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