PRM Tier 2 Tech Intern

Job Purpose:

Responsible for delivering the highest level of customer care while responding to product application and technical support questions from customers regarding the company’s software.

Responsibilities:

· Upgrading clients to new versions of the product.

· Apply Hot Fixes to current version of the product

· Identify, troubleshoot, research, and resolve customer issues in a timely manner.

· Document and escalate issues and workflows to appropriate to peers when necessary.

· Manage/work cases in a timely fashion to maintain high customer satisfaction.

· Other duties as specified by management.

Required Skills:

· Advanced experience with Windows

· Strong knowledge of Networking

Accountability and Self-Management

· Must be able to multitask and demonstrate attention to detail.

· Must be self-motivated and able to work independently with little management or in a team setting.

· Must have a sense of urgency and be able to prioritize and plan daily activity.

· Must be a fast learner and able to grasp new concepts and workflows.

Teamwork and Leadership

· Must be able to make timely sound and accurate judgment when needed.

· Must be able to handle high stress situations and demonstrate persistence and overcome obstacles.

Communication

· Excellent communication, customer service, and organizational skills.

· Ability to communicate clearly and effectively with customers and internal staff both written and verbally. This includes correct spelling a proper grammar.

· Must speak confidently and persuasively in positive or negative situations.

Innovation and Problem Solving

· Attention to detail and advanced analytical and problem-solving skills is expected.

Computer Skills

· Moderate to Advanced knowledge of MS Office products.

· Strong knowledge of Microsoft Operating System.

Physical Demands:

· May require sitting for long periods of time; also, stooping, bending, and reaching for files and supplies.

· Requires manual dexterity sufficient to operate a computer keyboard, answer a telephone, and run a copier and other office equipment as necessary.

· Employee must participate to help maintain the desirable work environment created by the management and company officials.