Triage and escalate prioritize support tickets and calls.
Identify issues defined by clients
Identify, research, diagnose, and resolve client issues, striving for first-call resolution whenever possible
Accurately and thoroughly log client issues and follow up on any unresolved issues to Help to identify issues with Dockmaster Software Products and provide detailed information on any reported issues to management
Keep abreast of Dockmaster Software Products features and functionality, including product enhancements and installation procedures
Keep abreast of Dockmaster Software Services and be able to effectively communicate with clients about these services
Help identify any potential current client sales through product enhancements and training opportunities
Attend all required detraining meetings and trainings
Participate in off-hours on-call rotation, approximately once per month
Job Requirements
Technical Skills Required:
SQL
Network
Active Directory
SMTP
Microsoft Server
Qualifications
Strong Customer service
Build sustainable relationships and trust with customer accounts through open and interactive communication
Troubleshooting basic Windows PC, Printer, and Hardware issues
Basic understanding of networking and hardware
Basic understanding of server web server and sites
Team player
Ability to pick up new concepts easily with initiative self-motivated self-motivate
Ability to multi-task effectively
Assertive and able to resolve client issues with tact and diplomacy
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