Level 1 Help Desk – Lexington

With over 60 offices in North America, Ajilon Consulting has provided a full spectrum of IT services to our clients in various industries for over 35 years. An industry leader in IT business solutions, we know that talent and skill are what build success, so we look for top notch, experienced IT professionals to join our team.

Customer Service Engineer (Level I)
Job Description/Responsibilities

Reporting to the Manager/Director of Global Customer Support, the successful candidate will be responsible for providing a high level of customer satisfaction through the effective delivery of technical support and customer service programs. He/she will staff the Customer Service 800 Number, service email/web customer requests, and help monitor Savi's customer support and maintenance programs.

.Staff and answer Customer Support 800 number during identified shifts, ensuring calls answered within 180 seconds.
.Monitor Customer Support's Help Inbox for emails and identify, document and respond to requests immediately upon receipt.
.Log all inbound activities (phone and email) into Call Tracking system.
.Track, troubleshoot, update, escalate, and close customer support cases as appropriate.
.Handle customer RMA requests. This includes troubleshooting products with customer's to the best capability prior to performing an RMA on the product.
.Ensure cases owned by the individual are updated regularly and that the customer is updated on a regular basis given department practices.
.Responsible for researching, troubleshooting, analyzing, managing, and ultimately resolving customer inquiries.
.Meet department target objectives on response and resolution times.
.Act as the customer interface for all inbound inquiries. Act as case owner regardless of the type of inquiry. Coordinate other dept. resources as necessary to resolve the customer issue or question. Only escalate as requested.
.Prioritize tasks to meet deadlines.

ADDITIONAL FUNCTIONS:
.Generates bug reports, product enhancement requests, and FAQ's as required
.Review and act upon daily reports of open service calls, escalate, assign or consult with Sustaining Engineers and management as required
.Participate in technical training/testing activities.
.Participate in new products technical support and delivery reviews.
.Assist in the generation and review of technical materials and bulletins.


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Salary: 25000 - 35000