Enterprise Technical Support Senior Associate Triage OKC

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As an Enterprise Triage Technical Support Associate you will be responsible for providing tier 1 diagnostic technical support of servers, storage, networking switches, and routers. You will triage newly reported problems and assign the proper severity. You will use system and customer information to determine the correct department to route the customer to if their issue is out of your scope of responsibilities.

- Triage incoming customer calls for technical issues - Provide diagnostic technical support for tier 1 issues - Respond to customer technical problems/issues related to hardware, software and networking - Assist the customer by diagnosing problems and providing resolutions for technical and service issues - Escalate more complex customer technical issues to senior level support. - Work with the customer to collect appropriate information to positively impact time to resolution - Document problems in the support solution database for diagnostics and solution implementation - Verify warranty entitlement and determine appropriate action plan - Develop an understanding of company products, service offerings, and departmental structure to help connect customers with the appropriate resources - Follow policies and procedures to ensure customer satisfaction - Focuses on delivering a positive customer experience according to company standards.

- Proficient typing skills (30+ words per minute) - Basic knowledge of company-s product line, current industry products and technologies - Competent writing skills - Competent interpersonal skills - Excellent Customer Service skills - Excellent Communication skills - Ability to Multi-task - Dependable attendance is a requirement of the job