Client Care - Tier 1

• Strong customer focus to ensure 100% Customer Satisfaction
• Excellent Customer Service skills
• Strong knowledge of Server hardware/OS software including Windows NT Server and Windows 2000 Server
• Effective Organizational/planning skills
• Ability to solve problems and communicate effectively with customers
• Knowledge of LAN/WAN configurations and topologies
• Ability to handle multiple concurrent tasks and handle constant interruptions

• Responsible for providing 100% Customer Satisfaction
• Responsible for answering incoming support calls
• Responsible for entering a helpdesk ticket for each incoming call
• Responsible for Tier - I troubleshooting and problem resolution
• Responsible for escalating helpdesk ticket to Tier - II Technician as needed
• Responsible for establishing and maintaining relationships with key customers
• Responsible for creating and maintaining support documentation
• Responsible for updating the support knowledgebase
• Responsible for helpdesk ticket closure within the departmental SLA (Service Level Agreement)
• Responsible for completing special projects and system builds as requested by the customer support manager.
• Responsible for maintaining current support knowledge by attending training classes as needed
• Answer 90% of all incoming support requests
• Resolve 70% of all incoming support issues
• Resolve support issues within the SLA 95% of the time
• To exceed customer expectations 25% of the time (as measured by Customer Satisfaction Survey)
• Demonstrate a strong commitment to customer satisfaction that is focused on excellence and cross-functional collaboration and teamwork for continuous improvement.
• Other duties as assigned.