Service Desk Tec

Company owns educational media brands including Addison Wesley, Peachpit, Prentice Hall, eCollege, Longman, Scott Foresman, and others.

Department Summary:

• The Customer Support department is part of the client Global Service and Support team and serves as the primary point of contact for the client Online & Blended Learning families, and school staff.
• Through multi-channel support streams, we provide general program information, enrollment support, password reset assistance and account changes.
• In addition, we provide escalation assistance, process guidance to tier 1 support agents, workforce management, and quality and training support to Family Support groups.

Position Summary:

• The Service Desk Tech 1, School Technical Support will work in our Columbia contact center and remotely, providing technical support services to schoolteachers and staff as they set up and use our technology from initial startup, troubleshooting, and virus/spyware removal to resolution of software, hardware, printer, and network issues.

Service Desk Tech 1, School Technical Support Responsibilities:

• Troubleshoot and resolve software, hardware, printers, and network issues by listening to the user and asking appropriate questions to build a solution.
• Log all calls using our in-house call tracking system, creating detailed, accurate entries and escalate when necessary.
• Specify user problems and provide a detailed solution to resolve each issue.
• Act as liaison for application problems between users and developers.
• Assist in the collection of data for identifying user requirements that may result in future system development or training.
• Keep current with the development of our ever-changing applications.
• Document products, processes or problems in detail and suggest improvements or solutions.
• Work with manager to investigate and implement ways of deflecting calls and increasing self-service.
• Work occasional additional hours, 2nd shift, and/or weekends when necessary.
• Work to perform other duties that may be necessary for the organization, including manual labor. (Staging materials, packing, inventory, delivery).
• Projects - supports continuous improvement initiatives.
• Other duties as assigned.

• Previous call center experience in a tech environment
• Background in customer support (inbound call handling and ticket creation)
• Verizon Wireless call center
• Comcast call center
• Ability/Availability to work various shifts
• Strong knowledge/experience with Hardware troubleshooting (our customers primarily use HP laptops)
• Performance issues
• Mic/Camera issues/settings
• Peripherals (mouse/keyboard, monitors etc.)
• Knowledge/experience with Active Directory
• Password Reset
• Strong knowledge/experience of 'Home' network troubleshooting
• Knowledge/experience of 'Domain Environment' network troubleshooting
• Add/Remove printers/Scan folders
• Strong knowledge/experience with 'Internet/Browser" troubleshooting
• Knowledge/experience with reimaging computers (pc)
• Any knowledge/experience with Apple computers is welcomed
• Experience with Remote Troubleshooting tools
• Bomgar
• Strong knowledge/experience of Google Apps
• Drive
• Voice
• Chat
• Gmail
• Knowledge of Zoom
• Class
• Experience with troubleshooting preferred
• Experience with working remotely (work from home)
• Must have a quiet place in the house/apartment
• High Speed internet

TekWissen Group is an equal opportunity employer supporting workforce diversity.