Workforce Opportunity Services

Support Engineer

• Provides technical support for standard configurations of workstations, personal computers and associated hardware and software.
• Troubleshoots standard software and hardware questions, issues, problems and failures via telephone, chat or tickets.
• Identifies complex issues, questions and problems and refers them to more senior staff or other IT groups for investigation and resolution.
• Screens, diagnoses and resolves or refers specific assigned inquiries and work requests received via phone, chat or tickets related to maintenance of personal computers, workstations, software and associated hardware; refers those requests to appropriate IT staff for resolution.
• May work with other members of the staff to resolve more complex matters.
• Works to develop an understanding of standard issues, questions and problems with standard workstations, personal computers, software and associated hardware and the resolutions to those matters.
• Follows policies, procedures and standards in responding to end user requests and providing end user support.
• Documents and reports all service requests and their outcome, following standard procedures and practices.
• Performs other responsibilities associated with this position as may be appropriate and assigned.

Service Desk Agent – Technical Support

Customer Support

• Respond promptly and professionally to customer inquiries via phone and/or email.
• Provide detailed information about product features, benefits, and usage.
• Assist customers with product warranties.
• Handle and resolve customer complaints with empathy and professionalism.
• Issue refunds or exchanges as needed, following company policies.
• Document and track recurring customer issues and report them to management.
• Work closely with colleagues in customer service, sales, and technical support to ensure seamless service.
• Troubleshoot and resolve technical issues related to product usage and performance.
• Guide customers through product setup and configuration.
• Accurately log customer interactions and transactions in the CRM system.
• Maintain up-to-date knowledge of company products, including new releases and updates.

Service Desk Agent – Technical Support

Customer Service Representative, End User Products Support