Essential Duties and Responsibilities:
- Respond to support requests from customers via phone, ticketing system, and email
- Accurately and efficiently assess the customer’s request to determine severity & priority
- Define, research, and resolve or escalate customer issues in a timely and accurate manner (including routing non-technical issues appropriately)
- Provide prompt and timely updates to customers, colleagues, and management on outstanding issues
- Adhere to Support Center processes and procedures, contribute to growing/updating the knowledge base
- Act as liaison between customers, colleagues, management, and other non-technical CPI departments
- Other tasks, duties, and responsibilities as business needs dictate, conveyed by supervisor(s)
Experience Requirements
Skills / Abilities:
- Capability to understand and learn XML/HTML/Linux/Unix and other technologies
- Strong communication skills, punctuality
Job Requirements
- Must be ready, willing, and able to work 1st, 2nd, and 3rd shift as the schedule rotates through the year (1st shift: 8am-4pm, 2nd shift: 4pm-12am, 3rd shift: 12am-8am)
- Must be able to work weekends – the Support Center at CPI is a 24/7×365 department
- Must work in CPI HQ – this role is not eligible for any WFH
- Must be able to access customer sites (access granted by each customer)
- Ability to lift 50lbs
Education/Training Requirements
Education:
- High School Diploma required
- Associate’s/Bachelor’s Degree preferred
Experience:
- 1-2 years of IT Support experience is preferred
*This position description may not describe all duties, responsibilities, and skills associated with this position. It is intended to portray the major aspects of the job. Other duties or skills may be required.
