Help Desk Technician I - Rochester, NY

CES currently has a career opportunity for a hybrid Help Desk Technician located in our Rochester, NY location. The candidate will report to the location Operations Manager and will work closely with customers, peers, and client personnel providing technical assistance to end-user customers

You will have the opportunity to join a team of individuals who provide best-in-class levels of customer service by

• Responding to customer inquiries in a professional and efficient manner utilizing the Astea system for call tracking. Document call activity in the system database
• Determining the root cause of the equipment/customer problem and apply the appropriate resolution
• Redirecting problems to correct resources if unable to resolve
• Order parts and field replaceable units as appropriate to maximize productivity and minimize downtime
• Escalate any extended service calls to the appropriate support personnel immediately
• Escalate issues/problems as required
• Maintaining a productive call quota to ensure efficiency
• Completing the necessary steps to ensure a high level of customer satisfaction
• Staying current with platform changes and upgrades
• Adhering to standard company help desk procedures

Do you have experience in Technical support via phone?, Do you have a High school diploma or GED?, * High School Diploma or GED

• 1 + years experience in a customer service call center environment supporting hardware and software products or comparable field service experience
• Computer skills, including MS Office, and internet skills for business purposes
• Positive phone etiquette for business calls
• Proven technical ability to diagnose and troubleshoot hardware and software issues
• Strong team player with the ability to work in a team environment as well as independently
• Effective verbal, written and interpersonal communication skills
• Ability to be patient and work with customer end-user employees in a professional manner
• Adaptive to change
• Take ownership of tasks
• Ability to multitask
• Apply knowledge effectively
• Demonstrate a strong desire to learn

Pulled from the full job description

• Health insurance
• 401(k) matching, * Competitive salary
• Comprehensive insurance offerings, including Health, Denta,l and Vision
• 401(k) matching program
• Product training

Customer Engineering Services is an Equal Opportunity Employer. CES does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law.