Associate Tech Support Agent

• Plano
• Hybrid
• Hourly salary: $20

Software Guidance & Assistance Inc. (SGA) is searching for an Associate Tech Support Agent for a contract assignment with one of our premier Insurance clients in Plano TX or Portsmouth NH.

Responsibilities :

• Act as a single point of contact via the telephone email or web for resolution of technology-related issues
• Document customer requests in our incident tracking system
• Support network and e-mail connectivity computer operating systems hardware and software internally developed applications mainframe and midrange operations.
• Interact with customers and peers to diagnose and resolve problems
• Troubleshoot analyze resolve track escalate and accurately document various technical problems
• Support features functionality and usage of specific applications
• Provide Level 1 technical support of low to medium complexity
• Provide input and update to the technical knowledgebase as necessary
• Adhere to established policies and procedures. Make sound business decisions under direction by following documented procedures
• Report problems with procedures and makes suggestions for improvements
• Perform related duties as assigned or requested

Required Skills:

• Reliability & Flexibility are extremely important
• Strong customer service skills
• Effective listening skills
• Strong written and verbal communication skills
• Good problem-solving skills and decision-making ability
• Technical aptitude with PC literacy
• Basic knowledge of Windows Operating Systems
• Strong enthusiasm and desire to learn
• Self-motivation and organization
• Ability to learn and apply technical information in a fast-paced demanding work environment
• Ability to follow policies and procedures; attention to detail.