issues. This role is responsible for prioritizing, logging, and initially troubleshooting all incoming support and service requests via
phone, email, self-service portal, or walk-in. When necessary, the agent escalates complex issues to higher-level support teams, all while
maintaining a pleasant and professional demeanor.
ESSENTIAL DUTIES AND RESPONSIBILITIES
The successful incumbent
will perform the following duties, with or without reasonable accommodations:
- Assist users in the resolution of problems related
to system operations. - Create, update, and close tickets in accordance with Service Level Agreements (SLAs)
- Cordially and
professionally interact with students, faculty, staff, peers, vendors, and others - Respond to all support and service requests
through supported channels: phone, web tickets, E-mail requests, walk-ups - Escalate or assign tickets to appropriate resource with
complete documentation of all actions and steps taken in attempt to resolve - Record all outages within the ticketing system and send
communications as appropriate - Assist in developing self-help articles as part of the Knowledge Management Process
- Ensure
employee compliance to all policies and procedures - Demonstrate core values of Integrity, High Expectations, Accountability, and
Safety. - Complete review of knowledgebase articles to ensure accuracy and relevancy
- Follow up with end-users to improve
communications and customer satisfaction - Perform other duties as assigned or requested.
REQUIRED SKILLS AND
EXPERIENCE
Education
- High school diploma or GED required;
- Associates or Bachelor’s Degree in an
applied technology area such as Information Systems, Computer Science, and/or Communications
preferred.
Experience
- Prior customer service experience preferred; IT support experience is a plus but not
required. - Basic understanding of Windows and macOS operating systems.
- Familiarity with Microsoft Office 365
applications. - Knowledge of basic networking concepts (Wi-Fi, VPN, IP addresses).
- Experience using a ticketing system is a
plus.
Key Competencies
- Strong problem-solving and troubleshooting skills.
- Excellent customer service
and communication skills. - Ability to work independently and as part of a team.
- Willingness to learn and adapt to new
technologies. - Strong attention to detail and organizational skills
Starting Salary: $20/hr
The referenced
salary range is based on PCOM good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic
location, work experience, market conditions, education/training and skill level. PCOM offers a total rewards package that supports our
employees’ health, life, career and retirement.
PCOM prohibits discrimination on the basis of age, race, sex, color, gender,
gender identity and expression, national origin, ethnicity, ancestry, sexual orientation, religion, creed, disability, genetic information,
marital status, pregnancy, military and military veteran status or any other legally protected class status in all its programs, activities,
and employment practices.
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