Join Us at Screen, Inc.

We are currently looking for someone to fill the following position.

1. Customer/Technical Support Specialist

   Non-exempt Consultant – ½ time to start

I. POSITION SUMMARY::

 

The Customer Support Specialist assists numerous users in local and remote locations. He/she is responsible for resolving helpdesk issues of moderate to high complexity, including those escalated from other team members, and for escalating issues which he/she cannot resolve to the appropriate person. Responsibilities under this role will be to follow up on support issues with colleagues; track and maintain all issues in a tracking system; report on helpdesk operations, and assist fellow team members with support issues.

The Customer Support Specialist is responsible for assuming ownership of issues and ensuring the effective tracking of issues from initial report to final resolution - regardless of the cause, systems affected, or internal escalation functions. Because Helpdesk support spans a broad range of issues from software applications, reporting, document management, web applications to data and telecom networking and server and database issues, the Helpdesk Support Specialist must demonstrate an aptitude for staying abreast of all technologies in use within the organization. The individual in this position consistently demonstrates quality customer service and professionalism and is familiar with best practices and procedures and is able to rely on their experience and judgment to plan and accomplish goals under moderate supervision.

 

 

II. ESSENTIAL DUTIES AND RESPONSIBILITES: These are the major areas of accountability for this position in order of importance:

 

1.     Provide technical support related to the following:

•  Cognitive testing software

•  Patient reports

•  Email

•  Electronic faxing

2.     Set up and install new software following established procedures

3.     Make outbound calls to existing customers to proactively identify and resolve issues

4.     Provide insurance reimbursement support

5.     Update documentation as required

6.     Perform other related duties and special projects as assigned by manager

 

 

II. POSITION REQUIREMENTS::

 

·       Strong Knowledge of Windows XP, Windows 7, Vista

·       Knowledge and experience with network communications, firewalls

·       Ability to work well with others in a team environment

·       Must be able to work additional hours if needed

·       Must be able to work on-call rotation

·       Ability to prioritize effectively and to perform proactively

·       MCP, MCSA Certification or 3 years experience in a Help Desk environment preferred

·       A+ Certification or 3 years experience supporting Intel desktops and laptops

 

 

IV. Skills/experienceS:

 

·       Strong customer and communication skills

·       Conduct research into software and hardware issues and products

·       Good troubleshooting and analytical skills

·       Must be well organized, conscientious, with excellent attention to detail

·       Ability to adapt quickly to procedural and priority changes





V. OTHER PHYSICAL AND/OR SPECIAL REQUIREMENTS:

 

·       Sitting at desk for up to eight hours (w/breaks)

·       Working in an indoor office environment

·       Working on computers for up to eight hours (w/breaks)

 

 

VI. HOW TO PROCEED: Please forward your resume to careers@screen-inc.com