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About the Role
Provide Tier 1 and Tier 2 technical support to end users remotely and/or on-site, resolving user tickets, and explaining technical product features. This is a 6-week temporary assignment starting in mid-August.
Responsibilities
- Perform customer support via telephone, chat, email, or tickets.
- Document pertinent end user information in the ticketing system.
- Triage and provide issue resolutions to customers.
- Support users with laptops, workstations, desktops, iOS, and Android devices.
- Provide connectivity support for user devices.
- Configure and install software for end user devices.
- Support customer systems and networks.
- Provide exemplary customer service.
- Perform customer call backs as required.
- Utilize problem-solving and people skills for swift technical issue resolution.
- Troubleshoot and diagnose error messages and failures.
- Provide Tier 1 and Tier 2 support.
- Ensure system backups are completed.
- Create and maintain client and support documentation.
- Effectively manage call length, handle time, and after-call work.
Requirements
- 0-3 years of IT experience.
- Ability to lift no more than 25 lbs.
Skills
- Technical support
- Remote support
- On-site support
- Ticket resolution
- Customer service
- Problem-solving
- Troubleshooting
- System backups
- Documentation
Location
- On-site
- Remote
Work Type
- Temporary
- Full-time
Experience Level
- Entry Level
About the Company
- cb20 is the Capital Region’s solution provider for IT and Managed Services.
- We prioritize IT expertise and customer service.
- Our values include putting Customers first, acting with Integrity, embracing innovation, and valuing Self-Development and community contribution.
- We partner with leading hardware and software companies to deliver end-to-end consulting, implementation, and managed services across the U.S.
- We have world-class engineering talent and over 30 years of experience.
- We deliver confidence, security, control, and a high-quality customer experience.