Job Description

Job DetailsJob Location: Rochester, NY Facility - Rochester, NYSalary Range: $17.00 - $18.00 HourlyJoin Our Team Today!!
CES currently has a career opportunity for a hybrid Help Desk Technician located in our Rochester, NY location. The candidate will report to the location Operations Manager and will work closely with customers, peers, and client personnel providing technical assistance to end-user customers
You will have the opportunity to join a team of individuals who provide best-in-class levels of customer service by
Responding to customer inquiries in a professional and efficient manner utilizing the Astea system for call tracking. Document call activity in the system database
Determining the root cause of the equipment/customer problem and apply the appropriate resolution
Redirecting problems to correct resources if unable to resolve
Order parts and field replaceable units as appropriate to maximize productivity and minimize downtime
Escalate any extended service calls to the appropriate support personnel immediately
Escalate issues/problems as required
Maintaining a productive call quota to ensure efficiency
Completing the necessary steps to ensure a high level of customer satisfaction
Staying current with platform changes and upgrades
Adhering to standard company help desk procedures
Benefits and Perks:
Competitive salary
Comprehensive insurance offerings, including Health, Denta,l and Vision
401(k) matching program
Product training
Qualifications
High School Diploma or GED
1 + years experience in a customer service call center environment supporting hardware and software products or comparable field service experience
Computer skills, including MS Office, and internet skills for business purposes
Positive phone etiquette for business calls
Proven technical ability to diagnose and troubleshoot hardware and software issues
Strong team player with the ability to work in a team environment as well as independently
Effective verbal, written and interpersonal communication skills
Ability to be patient and work with customer end-user employees in a professional manner
Adaptive to change
Take ownership of tasks
Ability to multitask
Apply knowledge effectively
Demonstrate a strong desire to learn
Customer Engineering Services is an Equal Opportunity Employer. CES does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law.