Entry-Level Support Desk Representative

Job Duties/Description:

• Support Field Technicians in achieving successful installations by offering technical assistance.
• Act as the primary contact for on-site technicians, taking incoming phone calls and providing prompt support.
• Accurately document all relevant installation information, including check-in/out times, issue calls, resolutions, escalation steps, follow-up calls, status updates, check-out scripts, and equipment verification.
• Resolve installation issues and assess their impact on scheduled work.
• Provide escalation support to Field Technicians, escalating issues as needed within the organization.
• Monitor site progress, conduct follow-up calls, and escalate as necessary if installation progress is at risk.
• Utilize installation manuals and knowledge bases to assist technicians with troubleshooting.
• Document hardware/software issues, their causes, and resolutions in the knowledge base for future reference.
• Ensure accurate documentation of check-ins/outs, visit statuses, and incident tickets with appropriate details, categories, and delays.
• Regular and punctual attendance is a crucial requirement for this role.

Requirements:

• High School diploma or equivalent.
• Minimum 1 year of experience in customer service, technical support, or project coordination related work
• Superior ability to multi-task, prioritize multiple projects, adjust to changing workflow and workload accordingly.
• Ability to take initiative, be self-motivated and an independent, accountable, dependable performer.
• Strong communication skills with demonstrated ability to express ideas and information (both in written and oral form) clearly and concisely in a manner appropriate to the audience, accurate and concise written documentation.
• Ability to be accountable for quality customer service and respond appropriately to a variety of personalities and situations.
• Working knowl

  All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.