Coordinator- Technical Support

GENERAL FUNCTION: Responsible for providing technical support in a timely, consistent, and courteous manner to all Resolution Center customers in the operation of their computer systems for approved applications. Provide assistance in resolving most problems of hardware and supported applications, and explaining these resolutions in a clear, concise manner. MAJOR DUTIES AND RESPONSIBILITIES: · Responsible for providing technical support in a timely, consistent and courteous manner to all Support Center customers in the operation of supported systems for approved applications. Responsible for diagnosing/resolving problems through both questioning techniques and through the use of remote diagnostics. Assists by giving correct resolutions in a clear, concise and courteous manner. Interprets error messages from system software or application programs; initiates required actions. Places necessary service calls and follows through to completion with both service contractor and Support Center Customer. Escalation of unresolved calls to second level support (both internal and external) and follows through to completion. Quality Assurance: Assist with proofing documentation/procedures relating to supported systems. · Software Updates: Responsible for coordinating the installation of new software releases from the Beta Test phase through implementation. ADMINISTRATIVE RESPONSIBILITES: · Development of procedures for Support Center Record all communication relating to associates: questi