Call Center - IT Help Desk/ Remote 8+ Months
Suncap Technology
Remote
call center
help desk
remote
training
operating
operating systems
novice
team
software
help desk
queries
technical
education
May 30, 2023
Suncap Technology
Denver, Colorado
Remote Role and candidate is local to CO
Description of Job
This role will be responsible for training new and existing users, responding to help desk queries, and working with the product team to provide feedback from users for continuous platform improvements.
Though this position will report remotely, it may require reporting in person on occasion to Colorado Department of Human Service offices in the Denver area.
Primary Duties Include
Training
Education and Experience
Education and Experience:
The preferred candidate will exhibit:
Skills
Operating Systems
Mac OS
Novice (1-3 Years)
Yes
Skills
Operating Systems
Windows 10
Novice (1-3 Years)
Yes
Skills
Operating Systems
Windows 8, 8.1, 10
Novice (1-3 Years)
Yes
Skills
Operating Systems
Windows 9x/2000/XP/NT/Vista/7
Novice (1-3 Years)
No
Skills
Others
Communication skills both verbal and written
Proficient (4-6 Years)
Yes
Skills
Others
Learning ability
Proficient (4-6 Years)
Yes
Skills
Others
Team work
Proficient (4-6 Years)
Yes
Description of Job
This role will be responsible for training new and existing users, responding to help desk queries, and working with the product team to provide feedback from users for continuous platform improvements.
Though this position will report remotely, it may require reporting in person on occasion to Colorado Department of Human Service offices in the Denver area.
Primary Duties Include
Training
- Coordination of publication for training materials so that users can self-support and self-train
- Training new users on the product
- Training existing users on new product features
- Responding to help desk queries from users of the platform
- Providing first line support to users of the platform
- Help users troubleshoot software issues
- Flag critical software errors to the vendor hosting the platform
- Identify next steps to solve errors while being available and communicative with users throughout the process
- Document and track issues
- Responsible for user management (eg., adding new users to the platform, removing users, password resets)
- Working with the product team to improve the platform
- Establishing a sustainable and effective strategy for the future of support as the platform grows in size and user base
Education and Experience
Education and Experience:
- Three years of experience in Information Technology; providing Application/Software customer support; or in an occupational field related to the work assigned to the position.
- A Degree in Information Technology, Computing Studies or a related field will substitute for the required experience on a year-for-year basis.
The preferred candidate will exhibit:
- Excellent interpersonal, verbal, and written communication.
- Self-motivated and able to effectively manage time and tasks.
- Ability to solve complex problems, participate in continuous improvement, and adapt to the ideas of others.
- Technical versatility and creativity to deliver and contribute ideas/solution
Skills
Operating Systems
Mac OS
Novice (1-3 Years)
Yes
Skills
Operating Systems
Windows 10
Novice (1-3 Years)
Yes
Skills
Operating Systems
Windows 8, 8.1, 10
Novice (1-3 Years)
Yes
Skills
Operating Systems
Windows 9x/2000/XP/NT/Vista/7
Novice (1-3 Years)
No
Skills
Others
Communication skills both verbal and written
Proficient (4-6 Years)
Yes
Skills
Others
Learning ability
Proficient (4-6 Years)
Yes
Skills
Others
Team work
Proficient (4-6 Years)
Yes
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