Image Technology Specialists, Inc.
  • ImageTech CN
  • Canton, MA, USA
  • Base plus bonus
  • Hourly
  • Contract


 Customer Service Call Center Position

        Provide first-level helpdesk contact and problem resolution for customers with hardware, software and applications problems.

        Troubleshoot and resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for handling the support cases.

        Monitor all incoming lines of communication for service and supplies phone, service and supply email distribution lists, and personal/direct email.

        Provide accurate and timely logging of problems and resolution for problems in the OMD, and MWA database.

        Verify all critical details including but not limited to make & model, problem description, caller's name & phone, machine location, address and hours of operation.

        Act as a liaison between customers and external support staff to assure accurate problem interpretation.

        Maintain communications with customers during the problem resolution process.

        Utilize superior customer service skills to inspire confidence and make every customer interaction professional, positive, and supportive.

        Collect accurate information for supply requests. Critically evaluate all supply requests using systems to understand usage trends to avoid excess supply shipments.   

        Ensure all supply orders received before 2pm each day are processed before 2:30pm daily for shipping.

        Coordinate with operations department for timely shipping of rush orders.

        Perform to the level of all expected benchmarks (response times, issue resolutions, etc.)

        Other duties as needed.



Basic Requirements: Comfortable with technology and confident working with customers to troubleshoot, diagnose and resolve hardware, software, and network issues.

Ability to work in a fast paced environment. Excellent communication skills, including listening, questioning and working through stressful situations while remaining calm and supportive. Detail oriented with ability to multi-task. Strong organization skills. Exceptional critical thinking skills to assist in problem solving. Must have very pleasant phone manner in all types of situations. Ability to work independently as well as to meet deadlines. Strong skills in Microsoft Office. (Excel, Word, Access, etc...) Desired Qualifications: 1-2 years of experience in a helpdesk environment.

Network certifications a plus BS/BA/AA degree in business or other related field

ImageTech is an Equal Opportunity Employer


Image Technology Specialists, Inc.
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