Job Description: Support Technician Level 1.Positions available in Las Cruces only. Support Technician positions are for Full Time (40hrs/week) work. 1. Qualifications · Two year degree or equivalent experience in computer or business related field. · One year or more experience with general customer service and/or technical support. · Experience with two or more of the following computer operating systems: Macintosh™, Windows (all flavors including Windows 3.1™), UNIX or Linux. · Willing to engage in telephone support of clients to configure, troubleshoot, and repair common computer system problems. · Automobile and drivers license; willing to perform on-site service at the home or business of a client. · Willing to work a range of hours including evening shifts to 11pm. · Willing to perform data entry, record keeping, and miscellaneous customer support tasks.
2. Duties - Telephone technical support to assist customers with establishing, maintaining, and using a connection to ZiaNet. You will employ communications skills to collect information from the customer about the problem they are experiencing, in order to determine how you will assist them. You will use these skills to guide the customer in a courteous and professional manner to a solution of the problem. You will exercise a sound knowledge of Web client, Email client and Operating System software in order to assist the customer in operating and understanding ZiaNet services. You will exercise a sound knowledge of general computer hardware in order to assist the customer in proper configuration of their computer, or to determine when the customer is advised to seek outside assistance to repair their computer. You will exercise a sound knowledge of services offered by ZiaNet and advise the customer of the costs and benefits of these services. You will make sure that the customer has attained a level of knowledge sufficient to use the service, or you will spend a reasonable amount of time guiding them through common Internet related tasks in order to assure that they are able to use the service. You will record information about services rendered to customers so that these services can be evaluated.
- On-site service to assist customers with establishing, maintaining, and using a connection to ZiaNet. You will use your own vehicle to drive to a customer’s home or business in order to perform support services too difficult or time-consuming for telephone support. You will present yourself in a professional and courteous manner while working at the customer’s home or business. You will employ computer troubleshooting skills to collect information about the problem. You will exercise a sound knowledge of Web client, Email client and Operating System software, and of general computer hardware, in order to effect a solution to the problem, or to determine when the customer is advised to seek outside assistance to repair their computer. You will make sure that the customer has attained a level of knowledge sufficient to use the service, or you will spend a reasonable amount of time guiding them through common Internet related tasks in order to assure that they are able to use the service. You will make every effort to complete these tasks within the one hour time frame allotted for on-site service. You will call the office for assistance when you do not feel that these goals can be attained. You will record information about services rendered to customers so that these services can be evaluated.
- In office service will be provided to customers who request assistance in the reception area when a receptionist is unable to answer the question, or when a receptionist is temporarily unavailable. You will answer general questions about service and advise the customer about solving common problems. You will exercise a sound knowledge of services offered by ZiaNet and advise the customer of the costs and benefits of these services. You will guide customers who are signing up for ZiaNet services and distribute sign-up packages. You will accept payment for services, make change, verify checks, and prepare receipts for payment as needed.
- Assist your coworkers by listening carefully to a description of the problem, asking appropriate questions, and offering suggestions to help them identify the problem and effect a solution. You will be prepared to take over a phone call from a confused or abusive customer when your coworker is unable to assist the customer. You will take over a call if your coworker is unable to assist the customer within a reasonable amount of time. You will observe your work schedule with care so that others are able to take lunch breaks and to end their work day as scheduled.
- Perform data entry and record keeping tasks to assure thoroughness and accuracy of records used to manage information about our customers. You will complete forms used to collect information about new customers. You will complete forms used to track changes in the customer’s address, phone number, and basic account information. You will enter this information into electronic record keeping systems. You will use these systems to verify the identity of the customer or determine how to contact the customer. You will maintain the accuracy of these records as you assist the customer.
Support Technician positions are for Full Time (40hrs/week) work. We are especially interested in techs who are fluent in both English and Spanish. If you feel you are interested in this job, please email your resume to techjobs@zianet.com, or stop by the ZiaNet office with resume to fill out a job application. Please do not call. ZiaNet, Inc. is an Equal Opportunity employer.
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