Become an Employee-Owner at PERRY proTECH! A Tier 2 Helpdesk Technician for the Customer Support Center is responsible for providing exceptional technical support and will handle escalated technical issues for our Managed Service Clients over the phone, email and in person.
About The Role:
- Serve as escalation in the call que and for customer issues that require a higher level of support
- Respond to requests for technical assistance via phone, email, or the ticketing system
- Prioritize first call resolution to maximize client satisfaction and minimize escalation needs
- Follow up with customers and users to complete the resolution and ensure customer satisfaction
- Provide training to clients on products installed
Requirements & Qualifications:
- Excellent customer service skills
- Strong technical and analytical abilities
- Excellent problem-solving skills and a solutions-oriented mindset
- Ability to handle difficult or emotional customer situations
- Excellent verbal and written communication skills
- Bachelor’s degree in computer science or related field or equivalent with a demonstrated successful work history
- MCSE or equivalent experience a plus
- Software Vendor Certifications are a plus
- Field Engineer FE grade 6
- At least 2 years of experience in a Help Desk or NOC
Why Join our Team of Employee Owners?
We are proud to be employee owned! Employees of PERRY proTECH share in ownership through our Employee Stock Ownership Plan (ESOP.) Our ESOP is an additional retirement benefit that holds stock in our company. When the company does well, our employees share in the rewards of our success.
You will be part of a winning team and participate in our Employee Stock Ownership Plan (ESOP), an added retirement benefit that is completely paid for by PERRY proTECH. Our ESOP shares the wealth with our dedicated employees and makes us a healthy stable employer.
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