MAJOR FUNCTION:
Provides front line problem diagnosis and tracking for all IS customer problems. Assesses the severity of all problems and assigns them appropriately within problem management guidelines; communicates to customers for planned and unexpected outages; monitors the status of pending calls while keeping the customers updated on the status of their call; follows up on all completed calls to ensure customer satisfaction.
 

QUALIFICATIONS:
Education & Experience:

Technical certification or associates degreed preferred. Minimum of 1 year of customer service experience required. 

Certification/Licensure:    

Technical school certification preferred.

Knowledge & Skills:

Excellent written and oral communication skills along with the ability to interact in a professional manner with all levels of staff and management. Strong customer service approach required as well as ability to multi-task effectively. Proficiency in MS Windows and MS Office. 

Physical Requirements:

Ability to use a keyboard. Sit for long periods of time.