Job Details
**Customer Service Representative- Level 2** Requisition ID **76ubhI** Base-2 Solutions will provide customers worldwide with a security operations center consisting of Self-Help Knowledge Portals, remote Service Desk resolution support, and infield customer engagement support. Your team will be the first point of contact for IT problem resolutions helping to increase user satisfaction, reduce resolution time, and consolidate and standardize remote and in-field customer support at the enterprise level.
**Job Description**
* Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.
* Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records.
* May route calls to product line specialists, application, or system support specialists.
* Maintains and updates records and tracking databases.
* Alerts management to recurring problems and patterns of problems.
* Provides first contact and incident resolution to customers with H/W, S/W and application problems includes both customer telephone support as well as electronically submitted requests.
* Provides polite and customer friendly service support for problem resolution.
* Attempts to resolve as many incidents during the first contact, or at Tier 1 and efficiently escalates incidents to higher Tier II or Tier III when required.
* Documents incident status and solutions in incident database tools.
* Possesses current working knowledge of computers, printers, laptops and common windows applications.
* Works through various types Tier II issues with telephone assist.
* Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability.
**Standard Characteristics**
* Provides first contact and incident resolution to customers and hardware, software, and application problems.
* Includes customer telephone support, Live Chat, SC Portal, account creation, and email submitted requests.
* Provides polite and friendly customer service.
* Attempts to resolve as many incidents as possible during the first contact.?
**Flexibility Requirement**
* NOC is 24x7 shift work; to include weekends and holidays for all employees
* Day Shift: 6am 2:00pm
* Swing Shift: 2pm 10:00pm
* Mid Shift: 10:00pm 6am
**Training and Certifications**
* ??8570 IAT level II
* And one of the following:
+ A+ CE (CompTIA)
+ ?HDI-CSR (Customer Service Representative)
+ HDI-SCD (HDI Support Center Director)
+ HDI-SCA (HDI Support Center Analyst)
+ ITIL Foundation
+ Microsoft Office 365
**Education and Experience**
* High School Diploma/ GED + Relevant experience: 3 years
* Associates Degree + Relevant experience: 1 year
* Bachelors Degree + Relevant experience: 0 years
* Masters Degree + Relevant experience: 0 years
* PhD + Relevant experience: 0 years