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Technical Support Representative

C

CGS

Technical Support Representative

Alpharetta, GA
Full Time
Paid
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  • Responsibilities

    Job Description

    POSITION OVERVIEW:

    Computer Generated Solutions Inc. is seeking a Technical Support Representative (TSR) to provide inbound Help Desk support for our client’s products via telephone, email, and remote sessions. This may require troubleshooting aspects of general software Commercially Off the Shelf (COTS), Microsoft Operating System, Linux (Ubuntu), VMWare, and Onsite Storage Arrays/Hardware (I.E. NetApp and EqualLogic)

    POSITION DETAIL:

    • Takes inbound customers calls to determine if problem is caused by an infrastructure component, software product, or configuration/usage error with the customer’s workstation
    • Technical software troubleshooting to identify failing component or components within an end user software program.
    • Recognize customer’s problems that should be escalated to client field service partner following established protocols. Initiate outbound call during escalation to service partners.
    • Provide General Internet, LAN/WAN Connectivity Support.
    • Provide custom applications password reset

    REQUIREMENTS (1-3 YEARS IN THE FOLLOWING AREAS):

    • Deep understanding of Onsite Storage Arrays/Hardware (I.E. NetApp and EqualLogic).
    • Linux Knowledge including the installation, troubleshooting and basic configuration of Ubuntu Desktop.
    • Supporting virtualized environments (I.E. VMWare, KVM, OpenStack).
    • Troubleshooting and supporting Microsoft Operating System.
    • Ability to multitask between systems and various applications consecutively with proficient typing skills. Strong verbal, written, and listening skills while delivering world class customer support.
    • Showcase a high level of professionalism with extreme sensitivity to customer satisfaction and an ability to meet quality, productivity, and attendance metrics.

    Company Description

    For over 30 years, CGS has enabled global enterprises, regional companies and government agencies to drive breakthrough performance through business applications, enterprise learning and outsourcing services. CGS is wholly focused on creating comprehensive solutions that meet clients' complex, multi-dimensional needs and support clients' most fundamental business activities. Headquartered in New York City, CGS employs more than 8,000 professionals across North America, Latin America, Europe and Asia. For more information, please visit www.cgsinc.com and follow us on Twitter at @cgsinc and Facebook at http://www.facebook.com/ComputerGeneratedSolutionsInc.