Dialog Direct
  • Information Systems
  • Holland, MI, USA
  • Hourly
  • Full Time

Medical, Dental, Vision, 401K

The Technical Support Advocate provides support to end users on a variety of issues; this includes identifying, researching, and resolving technical problems. The Technical Support Advocate must have good technical knowledge and able to effectively communicate and understand the problem and explain its resolution.   This Advocate must be customer oriented and provide quality customer service.  This position works under immediate supervision and primary job functions do not typically require exercising independent judgment.

Key Responsibilities

  • First point of contact for internal and external customers seeking technical support via phone or email
  • Provides support for enterprise IT applications and hardware
  • Perform remote troubleshooting by diagnosing and repairing specific programs relating to personal computer operations
  • Keep record of issues and problems on the resolution log
  • Timely follow-ups to ensure that the problem has been resolved or update the customer on the next steps
  • Work with internal team for suggestions and feedback to resolve extensive technical issues
  • Direct unresolved issues to the next level of technical support

Qualifications and Skills

  • Minimum education of a High School diploma or GED
  • Associates Degree in Computer Science is preferred and some coursework in Computer Science is required
  • Three or more years' experience in the Help Desk support and remote user support for resolving application and hardware issues is required
  • Knowledge of a variety of personal computers (IBM PCs, IBM PC clones, etc.) hardware and software configurations, functions, operations and networking
  • Knowledge of Local Area Network architecture, Microsoft Operating Systems (e.g. Windows XP or higher), Microsoft Applications (e.g. Office 2003 and higher), and tools for remote desktop maintenance and troubleshooting
  • Ability to communicate effectively and efficiently with internal and external customers
  • Ability to listen to the issues and details provided by the customer and determine the best resolution
  • Ability to walk the customer through the problem solving process
  • Experience with Active Directory for account creation is required
  • Experience in working with IBM, Lenovo, HP, Dell hardware and Remedy System is preferred
  • Proven ability to effectively manage multiple priorities and meet deadlines
  • Excellent written and verbal communication skills with a demonstrated ability to make difficult concepts easy to understand to non-technical clients
  • Demonstrated ability to excel both independently and as a team member in a diverse and challenging environment

About Dialog Direct
Dialog Direct is a marketing and customer engagement solution provider focused on helping brands connect and engage with their customers to generate leads, increase sales and provide superior customer engagement solutions that create remarkable experiences. With more than 3,500 team members across 11 locations, the company offers a full range of sales and marketing support services direct marketing, campaign management, customer service and sales, order fulfillment, eCommerce and data analytics to help its clients build lifelong customer relationships.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity.

All candidates will be required to complete and pass a background check. All candidates selected will also be processed through E-Verify. E-Verify is an Internet-based system that allows businesses to determine the eligibility of their employees to work in the United States. 

Dialog Direct
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