Job Function
Provide first level technical support with an emphasis on customer service for PC, MAC, Linux, UNIX, networking, enterprise applications and printer problems. Act as central point of contact for peripherals and office systems technologies such as e-mail clients, broadband access, remote access methods, software based firewalls, virus scanning software for Qualcomm's employees worldwide.
Responsibilities
Answer incoming customer phone calls and e-mail while providing superior customer service. Responsible for the ownership of incident creation, resolution and closure. Utilize current problem and knowledge management software in accordance with standard operating procedures to track all inbound calls, e-mails and service requests. Actively listen to each customers request; confirm an understanding of the issue, diagnose the problem and provide an accurate solution. Document all call information including troubleshooting steps that pertain to a successful resolution and closure of the customers issue. Utilize basic networking functions and support for e-mail clients is essential.
Skill and Experience
Excellent communications skills. Must be able to enunciate clearly over the telephone. Must be able to interpret a customer's needs, and communicate clearly and concisely via e-mail; have outstanding customer service skills, excellent troubleshooting skills and the drive to assume more responsibilities. Minimum of two years practical experience in the computing industry and corporate service-desk computing environment. 7/365 availability is required. Requires experience with two or more of the following: Windows based OS's, UNIX, MAC or Linux.
Education Requirement
High school degree required; Minimum 2 years help-desk support experience with computer hardware, software, and networks preferred. Customer service, technical training and/or industry standard certifications preferred. Associates, technical or bachelors degree in IT related field preferred.
