Quality Assurance Technician
Roles & Responsibilities
- Ensure customer satisfaction in problem resolution and document all interactions.
- Use a knowledgebase to find solutions and follow up with customers.
- Provide information about computing services and adhere to company IT policies.
- Resolve issues with networked services, working in teams specializing in Windows computing and supporting managed Apple mobile devices.
- Maintain knowledge of applications and services, staying aware of relevant changes.
- Attend regular meetings and training activities.
- Perform other assigned duties.
Experience Required
- Past work experience in a high-traffic customer service setting.
Skills & Certifications
- Excellent verbal and written communication skills.
- Knowledge of end-user technical support concepts, practices, and procedures.
- Strong customer service experience and phone etiquette.
- Strong problem-solving and research skills.
- Experience with Microsoft applications and cloud services.
- Functional knowledge of Windows computing and iOS mobile devices.
Eligibilities & qualifications
- High School Diploma or equivalent Information Technology training.
- Degree in a related field and/or 1-year IT work experience.
Physical Demands
- Frequent reaching, kneeling, bending, standing, walking, sitting; use of hands to finger, handle, or feel and talk or hear.
- Occasionally required to stand and lift/move up to 45 lbs.
Work Environment
- Tasks performed in a temperature-controlled office environment.
- Noise level is usually moderate.
- Minimal exposure to hazards or physical risks.
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