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Tews Company
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TEWS has an opportunity for a technical support representative with our enterprise level organization. Responsible for Tier I IT call center customer service support. Diagnoses and resolves problems using documented procedures and checklists in the performance of most responsibilities. Enters call data into a tracking system. Escalates problems to higher level technical support professionals when necessary. Assists in the resolution of application and software problems.
Customer Service: Works well with clients and customers (i.e., business office, public, or other agencies). Able to assess the needs of the customer, provide information or assistance to satisfy expectations or resolve a problem.
Decision Making: Makes sound, well-informed, and objective decisions.
Flexibility: Is open to change, new processes (or process improvement), and new information. Has the ability to adapt in response to new information, changing conditions, or unexpected obstacles. Ability to receive and give constructive criticism and maintain effective work relationships with others.
Interpersonal: Shows friendliness, courtesy, understanding, and politeness to others.
Leadership: Motivates, encourages, and challenges others. Can adapt leadership styles in a variety of situations.
Problem Solving: Able to identify, evaluate, and use sound judgement to generate and evaluate alternative actions, and make recommendations accordingly.
Team Building: Encourages, inspires, and guides others toward accomplishing the common goal.
Quality Assurance: Knowledge of the ideologies, techniques and tools for quality assurance and control. The ability to put the ideologies, techniques, and tools into practice.
Technical Support Analyst
Floridaâs Turnpike Milepost 263, Building 5315 Ocoee, FL 34761 US
Job Description
Technical Support Analyst
On-Site Role (Orlando, Boca or Tallahassee)
Unlock Your Potential: Join TEWS and Solve the Talent Equation for Your Career
TEWS has opportunities with leading companies for professionals at all career stages, whether you're a seasoned consultant, recent graduate, or transitioning into a new phase of your career, we are here to help.
On-Site Role (Orlando, Boca or Tallahassee)
Unlock Your Potential: Join TEWS and Solve the Talent Equation for Your Career
TEWS has opportunities with leading companies for professionals at all career stages, whether you're a seasoned consultant, recent graduate, or transitioning into a new phase of your career, we are here to help.
TEWS has an opportunity for a technical support representative with our enterprise level organization. Responsible for Tier I IT call center customer service support. Diagnoses and resolves problems using documented procedures and checklists in the performance of most responsibilities. Enters call data into a tracking system. Escalates problems to higher level technical support professionals when necessary. Assists in the resolution of application and software problems.
- 1 to 2 years of Customer Call Center work experience. 1 year of computer software, account password reset, and network connection troubleshooting work experience a plus.
- Provide support for customers remotely with password or access issues.
- Documents work performed and resolution(s). Identify, analyze and resolve problems and issues through the use of troubleshooting tools and techniques as well as teamwork.
- Support customers in ISA Utility with role assignment, account activation, and password reset
- Maintain up to date customer and technician information in ITSM ticketing system
- Manage incoming requests from customers and generate ticket in ITSM ticketing system for resolution or escalation to additional IT teams.
- Work with the team to maintain central hub of communications for the agency.
- General knowledge of Microsoft products, including operating systems, office suite and outlook in a networked environment.
- General knowledge of computer software and hardware relative to personal computer, local area network/wide area network environments.
- Skilled at installing and providing technical support for software applications, operating systems, and personal computer hardware
- Ability to communicate effectively both verbally and in writing
- Ability to read, understand, and comply with the department's policies, procedures, guidelines, and practices relating to desktop standards.
Customer Service: Works well with clients and customers (i.e., business office, public, or other agencies). Able to assess the needs of the customer, provide information or assistance to satisfy expectations or resolve a problem.
Decision Making: Makes sound, well-informed, and objective decisions.
Flexibility: Is open to change, new processes (or process improvement), and new information. Has the ability to adapt in response to new information, changing conditions, or unexpected obstacles. Ability to receive and give constructive criticism and maintain effective work relationships with others.
Interpersonal: Shows friendliness, courtesy, understanding, and politeness to others.
Leadership: Motivates, encourages, and challenges others. Can adapt leadership styles in a variety of situations.
Problem Solving: Able to identify, evaluate, and use sound judgement to generate and evaluate alternative actions, and make recommendations accordingly.
Team Building: Encourages, inspires, and guides others toward accomplishing the common goal.
Quality Assurance: Knowledge of the ideologies, techniques and tools for quality assurance and control. The ability to put the ideologies, techniques, and tools into practice.
Tews is an equal opportunity employer and will consider all applications for employment without regards to age, color, sex, disability, national origin, race, religion, or veteran status.
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Discover exciting job opportunities in the vibrant area around Ocoee, Florida! Nestled in the heart of the Sunshine State, this charming locale offers a perfect blend of bustling city life and serene natural beauty. With renowned theme parks like Walt Disney World and Universal Studios just a stone's throw away, a thriving arts scene featuring local galleries such as City Arts and vibrant theaters like The Garden Theatre, there is no shortage of entertainment options. Indulge in the diverse cuisine from food trucks to fine dining eateries, explore the numerous parks and recreation areas like Bill Breeze Park or take in a game cheering for the Orlando Magic at the Amway Center. Experience the unique culture and endless growth opportunities Ocoee has to offer – start your career journey here today!