• Address: Alpharetta, GA 30023 (map)
• Date Posted: 11/07/09
• Job Type: Full-time

Company Adtech Global Solutions
Position Title Client Care Tech Tier 2
Job Code 2897673
Job Location Alpharetta, GA -
Description




Job Functions:

A Client Care Technician Tier II primary responsibilities are resolving all support issues that have been escalated from a Client Care Technician Tier I. A Tier - II Technician will be responsible for final resolution of all assigned support issues. Tickets will be assigned to a Tier - II Technician based on their subject matter expertise

Job Requirements:

*Exceptional customer focus to ensure 100% Customer Satisfaction
*Excellent Customer Service skills
*Advanced knowledge of Server hardware/OS software including Windows NT Server and Windows 2000 Server
*Exceptional Organizational and planning skills
*Ability to solve problems and communicate effectively with customers
*Advanced knowledge of LAN/WAN configurations and topologies
*Ability to handle multiple concurrent tasks and handle constant interruptions
*Subject Matter Expert (SME) in one or more core supported products

Essential Functions:

*Responsible for providing 100% Customer Satisfaction
*Responsible for answering incoming support calls
*Responsible for entering a helpdesk ticket for each incoming call
*Responsible for final resolution of all assigned helpdesk tickets within the departmental SLA
*Responsible for establishing and maintaining relationships with key customers
*Responsible for creating and maintaining support documentation
*Responsible for updating the support knowledgebase
*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
*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.

NO PHONE CALLS PLEASE!


Desired Skills:


Non-Tech Skills:


About Adtech Global Solutions:

Be part of an unrivaled team of experts.

At Adtech Global Solutions (AGS), you €™ll become a member of a worldwide team of highly talented people collaborating on a wide range of computer technology solutions. AGS is a fast-growing leader in custom hardware platforms for customers needing dedicated systems to run their industry-leading applications. Unique to AGS is assisting customers with their overall go-to-market and post-implementation support strategies.

With offices in Hong Kong, London and Sydney, we have an innovative global culture to help your career flourish. In addition, we offer a comprehensive benefits package so you are free to concentrate on using your unique skills to develop computer technology solutions for an exceptional group of customers.

Lend your skills and work with the best - apply today!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or status as a Vietnam era or special disabled veteran.



Start Date: ASAP
Emp. Type: Full Time
# of Openings: 1
Location: Alpharetta, GA -
Overtime Pay: None
Job Number: 35823835 : JS CCTT2 (10/07)
Date Posted: 11/5/2009

Adtech Global Solutions

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Email: Send an email to Christina.53A5E.87C02@mail.jobserve.com