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CellularOne is not only the company Leading the Cellular Evolution, it is also a great place to work!

We offer an extremely competitive and comprehensive benefit package, with very generous Health Insurance Plans to include Medical, Dental, Vision, Company Paid Life Insurance, a 401K Plan with Company Matching, Personal Leave Time, Paid Holidays, an Optional (Employee Paid) Short Term & Long Term Disability Plan, along with a great environment for growth, training and advancement.

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CellularOne

1500 South Mountain Road
Show Low, AZ 85901

Tel:

1-866-278-4802

Fax:

928-532-2584

Email:

HumanResources@cellularoneaz.com

Sales Field Representative - Page

The Sales Field Representative position demands honesty and integrity as financial transactions are performed on-site with little direct supervision. The Sales Field Representative must have a thorough understanding of all available phone, tablet, internet devices, and accessory inventory, along with phone plan, plan features, and data plan offerings, in order to provide the customer with the appropriate products and services. Daily, evening and weekend shifts are required and a varied weekly work schedule. As with all positions at CellularOne, the Field Representative must exhibit actions and behaviors that promote a positive, supportive working environment at all times. Additional responsibilities include, but are not limited to the following:

  • Activation of pre-paid, post-paid, renewals, and data plans
  • Weekly and monthly customer follow-up to keep customers current on their bills, and resolve potential concerns.
  • Provide quality customer service to all current and prospective Cellular One customers, which includes:  plan, handset, tablet, data, and feature knowledge
  • Responsible to acquire expertise on all handsets, tablet and phone accessories, as well as phone plans, data plan, and plan features.
  • Meeting or exceeding monthly company sales targets, in adherence to the Policy (Sales Goals – Chargebacks)
  • Ensure correct daily cash balancing and deposits of the Sales Field Representative’s assigned drawer to accurately maintain financial records for the Accounting Department
  • Adhere to an assigned work schedule, while being conscious of minimizing overtime, including clocking in and out via our time keeping system
  • Assist the Cellular One Store Supervisor in performing weekly and monthly inventory counts, in which the Sales Field Representative will be held accountable for all store inventory
  • Assist the Cellular One Store Supervisor in confirming that all marketing collateral is current and up to date.
  • Use the 6 Steps of a Sale & maintain current customer base as well as to attract new customers
  • Other duties as requested by Cellular One Sales Managers
  • The Sales Field Representative must initially fully complete all Cellular One Customer Sales Contracts, with accurate contact information, to include:  correct billing address, correct physical address, with signatures, initials and dates
    • Cellular One Subsidized Sales Contracts must include proof of subsidized qualifications

Education/Experience

Previous retail Sales or Customer Service experience preferred. Excellent interpersonal and organizational skills required. Computer data entry skills preferred.

Working Conditions/Physical Activity Level/Manual Dexterity

  • Requires lifting up to 10 pounds, stooping and bending, with light physical activity.

Customer Success Advocate - Sunstate

Customer Success Advocate responsibilities include developing long-term relationships with a portfolio of clients, connecting with key business executives and stakeholders. Customer Success Advocates liaise between customers and cross-functional internal teams to ensure the timely and successful delivery of our solutions according to customer needs. Manage and develop client accounts to initiate and maintain favorable relationship with clients.

Requires a bachelor's degree in area of specialty and/or at least 5 years of experience in the field or in a related area. Familiar with a variety of the field's concepts, practices and procedures. Rely on extensive experience and judgment to plan and accomplish goals. Performs a variety of tasks. Lead and direct the work of others. A wide degree of creativity and latitude is expected. Typically reports to head of a unit/department.

Responsibilities:

·       Be the primary point of contact and build long-term relationships with customers

·       Help customers through email, phone, online presentations, screen-share and in person meetings

·       Develop a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors

·       Ensure the timely and successful delivery of our solutions according to customer needs and objectives

·       Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders

·       Forecast and track key account metrics

·       Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations

·       Enhance department and organization’s reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments

·       Responsible for keeping current clients satisfied and delivering exceptional client service on a day-to-day basis

·       Monitor and analyze customer’s usage of our product

·       Responsible for working with the Sales team to onboard and integrate new clients and developing existing client relationships

·       Liaise between the customer and internal teams

Requirements:

·       Proven account management or other relevant experience

·       Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level

·       Experience in delivering client-focused solutions based on customer needs

·       Proven ability to manage multiple projects at a time while paying strict attention to detail

·       Excellent listening, negotiation and presentation skills

·       Excellent verbal and written communications skills

·       Bachelor’s Degree in appropriate field of study or equivalent work experience

·       5+ years of sales and customer experience

·       Self-motivated and able to thrive in a results-driven environment

·       Natural relationship builder with integrity, reliability and maturity

·       Ability to prioritize among competing tasks

·       Critical thinking and problem solving skills

·       Excellent time and project management skills. You’re always looking to improve inefficient processes

·       Keen attention to detail and adherence to deadlines

·       Expert at Microsoft Office Suite, Connectwise, Google Apps, Salesforce and help desk support software

Account Manager top skills & proficiencies:

·       Prospecting Skills

·       Teamwork

·       Planning

·       Build Relationships

·       People Skills

·       Initiative

·       Customer Focus

·       Emphasize Excellence

·       Manage Multiple Projects

·       Attention to Detail

 

Auxiliary Systems Support Specialist

Job Description Summary

The Auxiliary Systems Support Specialist position provides back office support for all customer driven activities from a variety of channels. This position also provides technical support escalation inbound calls from the Sales field and Customer Care. The goal of this position is to provide internal and external customers one-stop systems support, provide external customer communication via SMS, Chat, and monitor online customer activities, The Auxiliary Systems Support Specialist must have thorough knowledge of the internal customer management systems including Cost Guard, Redknee, Syniverse and Ucantel SMS and Chat. This position will support T2 escalations from Care or Sales for products and services offered by Cellular One in order to provide the customer with the appropriate solutions. It is essential this position be able to work independently; requiring minimal direction to complete daily tasks. A varied work schedule, including evenings and weekends is required.  As with all positions at Cellular One, the Auxiliary System Support Specialist must exhibit actions and behaviors that promote a positive, supportive working environment at all times. Additional responsibilities include, but are not limited to the following:

Major Duties & Responsibilities:

·       Set up daily SMS treatment and outreach as outlined and directed by Commercial and Compliance

·       Complete all Port requests using established timelines

·       Reply to online service inquiries in a timely manner

·       Process all Web Orders and manage customer response if order is incomplete or fraudulent

·       Respond to Chat sessions per prescribed timeline (TBD)

·       Inbound Tier 1 support for system issues as reported by Care and Sales

·       Assist with correct provisioning errors

·       Monitor NPS Detractor responses; distribute as needed to Care or Sales for responses

·       Provide Tier 2 Technical Support escalations from Care and Field

·       Participate in outbound call efforts as directed for T2 escalations

·       Monitor and track Trouble Tickets as submitted by the Sales field and Customer Care agents

Additional Duties & Responsibilities:

·       Capable of  extracting necessary data from reporting for accurate SMS blasts

·       Clear and professional written communication skills for online inquires and customer chat sessions

·       Interface with Finance on web order processes

·       Support the ITApplications team with maintenances, on-call and system upgrades as required

Key Competencies: 

·       Professional Phone Skills, Listening Skills, Conflict Resolution Skills, CRM and Billing System Knowledge, Product and Services Knowledge, Documentation Skills, Quality and Accuracy Focus, Problem Solving, Industry Knowledge, Ability to Multi-task, Team Player

Computer Software/Hardware Skills:

·       Typing and Data Entry Skills required

Specific Requirements/Qualifications:

Education/Experience Requirements:

  • Minimum GED required
  • Previous Customer Service experience preferred
  • Must possess strong Interpersonal communication skills

Physical Requirements:

·       Lifting up to 50 Pounds

Level I Requirements:

Aux Sys Support: 12-24 months experience in this role; capable of working independently to resolve issues, escalating as needed; consistent performance metrics at 3.0 throughout previous 12 month review period 

 
 
 

Level II Requirements:

Aux Sys Support: 25-36 months experience in this role; consistent performance metrics at 3.0 or better throughout  previous 12 month review period 

 
 
 

Level III Requirements:

Aux Sys Support with >36 months experience; can offer Lead/Supervisor level support; consistent performance metrics achievement of 3.4 or better throughout previous 12 month review period

 
 
 

 

Lead Senior Accountant

The Lead Senior Accountant must produce work reflecting a high degree of accuracy and the utmost respect for confidentiality.  As with all Cellular One positions, this position requires actions and behaviors that promote a positive and supportive working environment at all times.  Additional responsibilities include, but are not limited to the following.

Principle Accountabilities:

1.    Reviews & approves journal entries and general ledger account reconciliations.

2.    Evaluates and makes appropriate improvements to internal accounting processes, ensuring that practices are in line with the overall goals of the organization.

3.    Collects and analyzes financial data; prepares report for Senior Management summarizing findings.

  1. Ensures financial records are maintained in compliance with generally accepted accounting policies and procedures.
  2. Leads and directs the work of others.
  3. Ensures all financial reporting deadlines are met.
  4. Assists with the annual financial audit preparation.
  5. Assists with the development of the annual operating budget.
  6. Ensures accurate and timely recording of revenues and expenses.
  7. Responsible for reviewing actual operating results to budget in order to ensure conformance to budgetary limits.
  8.  Recommends efficient use of resources and provides recommendations and solutions to business and financial problems.
  9. Special projects as assigned by the CFO, Finance Director or Controller.

Desired Qualifications:

  1. Bachelor’s degree in Accounting or Finance from an accredited university.
  2. Knowledge of Generally Accepted Accounting Principles.
  3. Proficient in Microsoft Excel and have experience with Microsoft Dynamics GP or similar accounting software.
  4. 8+ years of experience in accounting, financial reporting and financial analysis.
  5. 5+ years supervisory experience.
  6. CPA or CMA certification is preferred.

Key Competencies:

  1. High attention to detail and accuracy
  2. Ability to work with employees at all levels of the organization
  3. Plan and accomplish goals within deadlines
  4. Strong verbal & written communication skills
  5. Judgment and problem-solving skills
  6. Stress tolerance
  7. Confidentiality

Help Desk Tier I Support

POSITION: Tier 1 Support

 

   

Technical

roles

responsibilities

 

Coordinator will answer ALL Inbound Calls. Overflow will be handled by Help Desk Tier1

All Inbound Helpdesk calls should be answered by the Coordinator/Dispatcher then roll to the Tier 1 Technicians, if coordinator is engaged.

All support requests should be logged as tickets, no matter how short or trivial they are.

Tier 1 Technicians should have thorough understanding of all Tiers and their Subtypes.

Work on all Tier 1 Faults

All faults which can be categorized from the CW Tier 1 Subtypes should be worked on and resolved by Tier 1 Technicians.

Attempt Tier 2 Faults*

If fault constitutes Tier 2 support, but Tier 1 Technician feels they can resolve the fault, authorization must be acquired from a Tier 2 member before attempting to work on faults.

Escalation

Where ticket Type/Subtype constitutes Tier 2 or 3, Escalation procedure must be followed. Following a soft 30-minute research/work time, and already attempted working the ticket with a Tier 2 member, this will involve advising the Coordinator that a ticket requires escalation from Tier 1. Once a ticket is escalated it will be re-assigned by the coordinator to the appropriate Tier 2 or 3. This keeps the coordinator in the know.

Identify Trends, Patterns & Issues

As the gateway for all faults, Tier 1 Technicians are expected to identify trends and patterns of tickets. In practical terms, these trends should be addressed by Tier 2 and 3 by way of scripts/monitors for automating the repair of these faults by Tier 1, reducing helpdesk effort to repair recurring faults.

 

SLAs

Ensure ticket response times are met according to client’s SLAs.

 

Skill SetS

Technical

Certifacation & Work History

 

Tier 1 Support

Tier 1 Technicians should have thorough understanding of all Tiers in CW and their Subtypes, along with Completion of CW University Tech training

Tier 1 skill set

Basic Computer and operating system trouble shooting.

Basic Networking and troubleshooting

Help desk experience using ticket programs, answering client calls and escalating tickets. 1+ years.

Basic Client application troubleshooting and resolution.

Project Ticket Experience.

Excellent documentation in ITBoost

Tier 1 Certifications/Qualifications

A+ certification or compatible years of service and demonstrative work history.

Networking+ certification or compatible years of service and demonstrative work history.

Microsoft Certified Professional (MCP) or compatible years of service and demonstrative work history.

 

 

 

 

helpdesk cover

ROLES

responsibilities

 

Helpdesk Cover

Ensure helpdesk is manned always. Lunch times will be staggered between the offices so that help desk coverage is adequate.

Request additional support from Coordinator when necessary.

Effective use of Resources

Through effective escalation, Tier 1 Technicians should ensure they identify faults effectively to ensure escalation to correct Tier along with accurate Subtype. Use LabTech to automate process/reduce technician workload, such as executing Scripts and Reviewing Monitors when troubleshooting faults.

Note* - Tier 1 Technicians are not permitted to write and deploy their own scripts, or setup new monitors in CW “Automate”. Ideas for new scripts/monitors should be tabled at weekly helpdesk meetings.

 

 


teamwork

roles

responsibilities

 

Communication

Communicate – Right Time, Right Place.

Team Spirit

Always work for the team, no matter how busy your workload gets. Team players are pivotal to the success of any Team.

Behavior & Attitude

Attitude to colleagues and customers is professional, courteous and respectful always.

Areas of Concern & Training

Report areas of improvement to Director. This can be down to further training, or areas of weakness. If you don’t let somebody know, they can’t help you. Remember – Teamwork!

 

 

 

Customer service

roles

responsibilities

 

Effective Communication

Provide clients with accurate, useful information always.
Maintain upbeat, positive, can-do attitude
Every customer is important – make sure they feel that way!

Complain Handling

Tier 1 Technicians are the 1st port of call for complaints.

Mindful of potential problems and act quickly to mitigate these.

All customer complaints should be reported to the Supervisor, even if you have resolved the client’s complaints through ticket resolution.

Negative and Neutral survey reports are emailed to the Director. Director will send it to the Technician that worked the ticket as well as the Coordinator for follow up with the customer. If the Negative or Neutral was a mistake the Director will delete the negative.

 

Identify Sales Opportunities

Pick up on client buying signals
 

Identify systems in need of upgrade or replacement
 

Forward Opportunities to CW Sales Board.

 

 

 

 

REPORTING

ROLES

RESPONSIBILITIES

 

Client Usage

Report clients who have exceptionally high helpdesk usage to the Director, especially when this is sustained over several weeks or months.

Helpdesk Cover

Report low helpdesk cover for helpdesk business to Coordinator.

As a 1st Line Technician, you will detect spikes in helpdesk utilization before anyone else.

Documentation

All Technicians in all support Tiers are expected to:
- be thorough in the documentation of their work on tickets. Details of verbal discussions with clients, agreed times/dates/actions, precise actions taken and next steps.

- keep their Ticket Status’ up to date, reflecting the current state of the fault.

-ensure tickets have up-to-date notes at COB of every day.

- provide full documented handover to Director ½ day prior to finishing work for Annual Leave. This will give time to clarify any points in the handover.

Client information, usernames and passwords and How to documents need to be recorded in ITBoost.

Time Recording

All Technicians in all support Tiers are expected to accurately record their time on tickets when entering notes in the ‘Detail Description’ or ‘Resolution’ sections of tickets.

The above declarations are not intended to be an “All-Inclusive” list of duties and responsibilities of the job described, nor are they intended to be such a listing of the skills and abilities required to do the job.  Rather, they are intended only to describe the general nature of the job, and be a reasonable representation of its activities.

 

Help Desk Tier II Support - Show Low Office/Phoenix Office

POSITION: Tier 2 Support

 

Technical

roles

responsibilities

 

Tier 2 Support

Review and work on all tickets with a Tier 2 CW Subtype.

Provide Technical assistance and mentoring to Tier 1 Technicians.

Work on Tier 1 tickets and help Tier 3 engineers if there are no Tier 2 tickets to work on (whichever is in most demand/pressing to business needs)

Tier 2 Technicians should have thorough understanding of all Tiers and their Subtypes.

Work on all Tier 2 Faults

All faults which can be categorized from the CW Tier 2 Subtypes should be worked on and resolved by Tier 2 Technicians.

Attempt Tier 3 Faults*

If fault constitutes Tier 3 support, but a Tier 2 Technician feels they can resolve the fault, authorization must be acquired from Tier 3 member before attempting to work on faults.

Escalation

Where tickets Type/Subtype constitutes Tier 3, Escalation procedure must be followed. this will involve advising the Coordinator that a ticket requires escalation from Tier 2. Once a ticket is escalated it will be re-assigned by the coordinator to Tier 3. This keeps the coordinator in the know.

Identify Trends, Patterns & Issues

Tier 2 Technicians are expected to identify more advanced trends and patterns of technical faults. In practical terms, these trends should be addressed by Tier 2 Technicians by writing scripts for automating the repair of these faults, reducing helpdesk effort to repair recurring faults.

 

 

Project Work

Tier 2 Technicians are expected to aid on Projects as and when required

 

SLAs

Ensure ticket response times are met as per client’s SLAs.

 


Skill SetS

Technical

Certifacation & Work History

 

Tier 2 Support

Tier 2 Technicians should have thorough understanding of all Tiers in CW and their Subtypes, along with Completion of CW University Tech training

Tier 2 skill set

Advanced Computer and operating system trouble shooting.

Advanced Networking and troubleshooting.

Advanced Help desk experience using ticket programs. 2+ years.

Basic Project management and ownership

Advanced Client application troubleshooting.

Project Lead Experience

Excellent documentation in ITBoost

Tier 2 Certifications/Qualifications

A+ certification or compatible years of service and work history.

Networking+ certification or compatible years of service and demonstrative work history.

Security+ certification or compatible years of service and demonstrative work history.

CCNA Cisco Certification or compatible years of service and demonstrative work history.

Microsoft Certified Professional (MCP) or compatible years of service and demonstrative work history.

 

 

helpdesk cover

ROLES

responsibilities

 

Helpdesk Cover

Ensure helpdesk is manned always.

Request additional support from Coordinator when necessary.

Effective use of Resources

Through effective escalation, Tier 2 Technicians should ensure they identify faults effectively to ensure either escalation to correct Tier or demotion to lower Tier. This is done according to CW Subtypes defined in each Tier.

 

Use CW Automate to automate process/reduce technician workload, such as executing Scripts and Reviewing Monitors when troubleshooting faults.

Note* - Tier 2 Technicians are permitted to write and test scripts/monitors against their own machines and/or in the Dev environment. However, deployment of scripts/monitors into production environments much first be approved by the Director.

 

 

teamwork

roles

responsibilities

 

Communication

Communicate – Right Time, Right Place.

Role Model

Tier 2 Technicians are role models for Tier 1 Support engineers. As such, they are expected to behave with the professional which this position commands.

Identify Rising Talent

Tier 2 Technicians should identify and report Tier 1 Technicians who are showing promising signs of improvement/promotion

Team Spirit

Always work for the team, no matter how busy your workload gets. Team players are pivotal to the success of any Team.

Behavior & Attitude

Attitude to colleagues and customers is professional, courteous and respectful always.

Areas of Concern & Training

Report areas of improvement to Director. This can be down to further training, or areas of weakness. If you don’t let somebody know, they can’t help you. Remember – Teamwork!

 

 


Customer service

roles

responsibilities

 

Effective Communication

Provide clients with accurate, useful information always.

Maintain upbeat, positive, can-do attitude

Every customer is important – make sure they feel that way!

Complain Handling

Tier 2 Technicians are likely to experience more aggressive client frustrations due to the nature of the faults being dealt with, and the severity of these to clients.
 

Mindful of potential problems and act quickly to mitigate these.

All customer complaints should be reported to the Director, even if you have resolved the client’s complaints through ticket resolution.

Negative and Neutral survey reports are emailed to the Director. Director will send it to the Technician that worked the ticket as well as the Coordinator for follow up with the customer. If the Negative or Neutral was a mistake the Director will delete the negative.

Identify Sales Opportunities

Pick up on client buying signals

Identify systems in need of upgrade or replacement

Forward Opportunities to CW Sales Board.

REPORTING

ROLES

RESPONSIBILITIES

 

Client Usage

Report clients who have exceptionally high helpdesk usage to the Director, especially when this is sustained over several weeks or months.

Helpdesk Cover

Report low helpdesk cover to Coordinator.

As a 2nd Line Technician, you will be more aware of tickets which are likely to take significant periods of time to resolve. These should be reported to Coordinator quickly, as prolonged time on support tickets can have an impact on Tier 1 escalation.

Documentation

All Technicians in all support Tiers are expected to:
- be thorough in the documentation of their work on tickets. Details of verbal discussions with clients, agreed times/dates/actions, precise actions taken and next steps.

- keep their Ticket Status’ up to date, reflecting the current state of the fault.

-ensure tickets have up-to-date notes at COB of every day.

- provide full documented handover to Director ½ day prior to finishing work for Annual Leave. This will give time to clarify any points in the handover.

Client information, usernames and passwords and How to documents need to be recorded in ITBoost.

Time Recording

All Technicians in all support Tiers are expected to accurately record their time on tickets when entering notes in the ‘Detail Description’ or ‘Resolution’ sections of tickets.

he above declarations are not intended to be an “All-Inclusive” list of duties and responsibilities of the job described, nor are they intended to be such a listing of the skills and abilities required to do the job.  Rather, they are intended only to describe the general nature of the job, and be a reasonable representation of its activities.

Field Engineer I - Show Low Office/Phoenix Office

POSITION: Field Engineer I

 

Technical

roles

responsibilities

 

 

Field Engineer I

Field Engineer I, will work all Tickets regardless of CW Tier status that involves on-site work. This includes work for Managed and Hourly clients.

 

Cable Pulling and equipment installs

All cable pulls, and equipment installations will be in accordance with industry standards and meet the highest level of safety and cleanliness during installation.

 

Project work

Projects will be setup by the System Administrator/Supervisor, Phases and tickets within each phase will be assigned to different technicians and Field Engineers for completion.

 

 

 

 

 

 

SLAs

Ensure ticket response times are met according to client’s SLAs.

 

Skill SetS

Technical

Certifacation & Work History

 

Field Engineer

Field Engineer should have thorough understanding of all Tiers in CW and their Subtypes, along with Completion of CW University Tech training

Field Engineer skill set

Basic Computer and operating system trouble shooting.

Basic Networking and troubleshooting

Help desk experience using ticket programs, answering client calls and escalating tickets. 1+ years.

Basic Client application troubleshooting and resolution.

Project Ticket Experience.

Excellent documentation in ITBoost

Field Engineer Certifications/Qualifications

A+ certification or compatible years of service and demonstrative work history.

Networking+ certification or compatible years of service and demonstrative work history.

Microsoft Certified Professional (MCP) or compatible years of service and demonstrative work history.

CCTV and Access control certification or compatible years of service and demonstrative work history.

helpdesk cover

ROLES

responsibilities

 

Field work Cover

Ensure Field work is manned always. Lunch times will be staggered between the offices so that help desk coverage is adequate.

Request additional support from Supervisor when necessary.

Effective use of Resources

Through effective escalation, Field Engineers should ensure they identify faults effectively to ensure escalation to correct Tier along with accurate Subtype. Use LabTech to automate process/reduce technician workload, such as executing Scripts and Reviewing Monitors when troubleshooting faults.

Note* - Field Engineers are not permitted to write and deploy their own scripts, or setup new monitors in CW “Automate”. Ideas for new scripts/monitors should be tabled at weekly helpdesk meetings.

 


teamwork

roles

responsibilities

 

Communication

Communicate – Right Time, Right Place.

Team Spirit

Always work for the team, no matter how busy your workload gets. Team players are pivotal to the success of any Team.

Behavior & Attitude

Attitude to colleagues and customers is professional, courteous and respectful always.

Areas of Concern & Training

Report areas of improvement to Supervisor. This can be down to further training, or areas of weakness. If you don’t let somebody know, they can’t help you. Remember – Teamwork!

 

Customer service

roles

responsibilities

 

Effective Communication

Provide clients with accurate, useful information always.
Maintain upbeat, positive, can-do attitude
Every customer is important – make sure they feel that way!

Complain Handling

Field Engineers are the 1st port of call for complaints.

Mindful of potential problems and act quickly to mitigate these.

All customer complaints should be reported to the Supervisor, even if you have resolved the client’s complaints through ticket resolution.

Negative and Neutral survey reports are emailed to the Director. Director will send it to the Technician that worked the ticket as well as the Supervisor for follow up with the customer. If the Negative or Neutral was a mistake the Director will delete the negative.

 

Identify Sales Opportunities

Pick up on client buying signals
 

Identify systems in need of upgrade or replacement
 

Forward Opportunities to CW Sales Board.

 

REPORTING

ROLES

RESPONSIBILITIES

 

Client Usage

Report clients who have exceptionally high helpdesk usage to the Director, especially when this is sustained over several weeks or months.

Helpdesk Cover

Report low helpdesk cover for helpdesk business to Coordinator.

As a 1st Line Technician, you will detect spikes in helpdesk utilization before anyone else.

Documentation

All Technicians in all support Tiers are expected to:
- be thorough in the documentation of their work on tickets. Details of verbal discussions with clients, agreed times/dates/actions, precise actions taken and next steps.

- keep their Ticket Status’ up to date, reflecting the current state of the fault.

-ensure tickets have up-to-date notes at COB of every day.

- provide full documented handover to Director ½ day prior to finishing work for Annual Leave. This will give time to clarify any points in the handover.

Client information, usernames and passwords and How to documents need to be recorded in ITBoost.

Time Recording

All Technicians in all support Tiers are expected to accurately record their time on tickets when entering notes in the ‘Detail Description’ or ‘Resolution’ sections of tickets.

The above declarations are not intended to be an “All-Inclusive” list of duties and responsibilities of the job described, nor are they intended to be such a listing of the skills and abilities required to do the job.  Rather, they are intended only to describe the general nature of the job, and be a reasonable representation of its activities.