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Customer Support Technician

Grand Rapids, Michigan 49503

Job ID: 10768 Category: Professional

Job Description

  • Under direct supervision, provides technical advice, guidance and formal or informal training to customers using hardware and software programs.
  • While building a general understanding of services provided and departmental functions, helps colleagues troubleshoot and restore service or gather and document information for next level support.
  • Helps perform root cause analysis and develop checklists for typical problems.
  • May assist in recommending procedures and controls for problem prevention.
  • Contributes to maintenance of knowledge database and call tracking database to enhance quality of problem resolution.
  • May request procedures (or changes to procedures) for problem prevention and control.
  • Works in a team setting, sharing information and assisting others with calls.        

 

Qualifications:

Required Experience:

- 1 year of experience in a Customer Support role

- Clear and Concise Communication

- Ability to type efficiently

- Technical aptitude to learn and then teach how to use a specific application (they will be taught here, but will need to understand how to teach a customer over the phone and sometimes using remote tools)

 

Preferred:

- 2-5 years of experience in a Customer Support role

 

BONUS:

- Experience with OIM (Oracle Identity Manager) Product or other enterprise identity management system

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