Job Summary
The Customer Support Representative will assist users in resolving technical issues by providing guidance, escalating work stoppages, and ensuring the timely movement of support tickets to closure. The role involves classifying and explaining issues, offering end-of-day summaries, and potentially performing additional tasks such as password resets and workstation setup.
Key Responsibilities
•Assist users in opening support tickets, either directly or on their behalf.
•Escalate work stoppages to appropriate teams for quick resolution.
•Review and manage support tickets daily to ensure timely progress and closure.
•Classify tickets with corresponding SLOs and educate users about their classification.
•Distinguish between training-related and support-related issues for proper handling.
•Provide internal and possibly customer-facing end-of-day summaries.
•Perform password resets, workstation setups, and reassignment tasks, as required.
Required Qualifications
•Strong communication skills to assist users effectively and explain technical concepts.
•Ability to manage and prioritize multiple tickets simultaneously.
•Familiarity with ticketing systems and Service Level Objectives (SLOs).
•Basic troubleshooting skills for resolving or escalating technical issues.
Preferred Qualifications
•Experience in customer support or a similar technical support role.
•Knowledge of common IT tasks such as password management and workstation setups.
Location: Southfield, MI 48034
Education: High School