Job Title:

Technical Support Representative

Reports To:

Help Desk Manager

Prepared By:

Human Resources

Department:

Operations

Company Description

ComTec Systems is the parent company to four corporate divisions- ComTec Cloud Services, ComTec Consulting, ComTec USA, and ComTec Financial Services. ComTec was founded in 1988 on the principle that the efficient exchange of information between employees, partners, and clients is the lifeline of any competitive organization. The ComTec Systems family, act as a regional service provider for the Delaware Valley. We have been providing a suite of cloud technology solutions and business infrastructure services for nearly thirty years. Our highly-skilled team of professional engineers can help you to efficiently design install, and manage your voice, data, and video infrastructures. We provide a full industry-leading suite of cloud services including voice, video, connectivity and more with white-glove delivery to provide you with a single reliable source for all your technology needs.

Summary

This position is the first line of defense in our ever-growing support request flow. Triaging client vital signs, assessing symptoms and recording request details are the critical first steps in providing Client Care and Help Desk Services. To fill this need, we are looking for a highly organized individual to take over an existing role. This is a high- volume position and you, the applicant, will need to be able to multitask effectively and have exceptional time management skills. You will provide front-line support to our customers by fielding calls and emails, diagnosing issues, and working on or escalating issues out to the rest of the team as deemed necessary. You will also have a primary role in the day to day operations of the office.

 Essential Duties and Responsibilities

  • Act as the single point of contact to the customer for all types of service requests
  • Coordinate all support groups to ensure maximum utilization of billable resources
  • Pre-process service requests as they arrive through email, phone, manual entry, or direct customer input
  • Schedule internal and field technical resources
  • Communicate with customers as required, keeping them informed of incident progress and notifying them of impending changes or agreed outages

Competencies

  • Ability to deliver outstanding customer service, demonstrate professionalism while maintaining composure in stressful situations
  • Ability to communicate, and present ideas in user-friendly language to both technical and non-technical clients and staff as needed
  • Interpersonal skills such as telephony skills, communication skills, active listening and customer care
  • Ability to multi-task and adapt to changes quickly
  • Must be able to work well with stringent deadlines and possess good organizational skills
  • Must be detail-oriented with a strong work ethic focused on providing a positive customer experience
  • Must be willing to work additional hours or provide after-hours support in emergency situations

Education/Experience

  • High school diploma required. Associates Degree in Business, Information Systems, Computer Science or equivalent experience preferred
  • Self-motivated with the ability to work in a fast moving environment
  • Typing skills to ensure quick and accurate entry of service request details
  • A valid Driver’s License is an asset
  • A+ and/or Network+ Certification. MCP/MCSA Certifications are an asset
  • Previous experience working in a call center or help desk a plus

Knowledge

  • Proficient in MS Office Suite, CRM, web-based applications, RMM applications etc. – experience with Connectwise an asset.
  • Strong troubleshooting skills and ability to evaluate and manage changes, understanding their impact to systems, business and users
  • Ability to conduct research into a wide range of computing issues as required
  • Experience troubleshooting and resolving hardware, software, systems and network issues a plus
  • Knowledge of IT systems and or telecommunications a plus

Equal Opportunity Employer

Comtec Systems, Inc. is an equal opportunity employer and does not discriminate on the basis of race, color, gender, religion, age, sexual orientation, national or ethnic origin, disability, marital status, veteran status, or any other occupationally irrelevant criteria. All employees are afforded equal opportunity with respect to employment, compensation, benefits, training, transfer, and promotion without discrimination.

Contact

To apply, please send résumé and cover letter to work@comtecsystems.net