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Requires an enthusiastic individual with strong analytical skills for frontline technical support
to assist customers with education software, e-products, client/server applications and our websites.
Excellent customer service and computer skills, experience with PC and Mac OS, working
knowledge of Internet browsers and mobile devices are a must. Previous Help Desk experience a plus
ESSENTIAL FUNCTION 1: Provide customer service to internal staff and customers.
a. Communicate effectively with co-workers throughout Human Kinetics and with both existing and potential clients. b. Must be able to work both independently and as a member of a team
b. Answer the phone professionally and efficiently according to HK guidelines.
c. Respond to all queries within timeframes describe in the SLA Agreement or as otherwise instructed.
ESSENTIAL FUNCTION 2: Provide high-quality technical support for HK related software.
a. Monitor Technical Support loop for customer phone calls.
b. Log incoming inquiries in the Tech Support Database and respond in the required time frames or as otherwise instructed.
c. Verify defects or bugs through customer interaction and report it to the project manager, department director, or HK partner.
d. Accurately describe and explain basic and advanced level functions of software to current and potential customers.
e. Provide dependable accurate information and solutions to end users who are having problems with software, web sites, and online courses.
ESSENTIAL FUNCTION 3: Provide Help Desk support for internal staff and subsidiaries.
a. Provide high quality support to all HKUSA staff and HK subsidiary staff for all hardware, software, systems, and equipment problems. This includes but is not limited to telephones, personal computers, servers, networks, internal applications, and databases.
b. Complete all assigned support requests within the required time frames or as otherwise instructed.
c. Document the type of problem, the solution, and the time spent on each request. If necessary, escalate the priority level of the request in accordance with the service level requirements.
d. Complete all additional MIS instructed assignments and communicate the status to the appropriate team member. This includes but is not limited to bulk e-mailing, office moves, minor projects, and maintaining the training center.
e. Submit any additional instructions and checklists to MIS-Technical staff.
ESSENTIAL FUNCTION 4: Evaluate and test HK software and web related products.
a. Evaluate software for usability and functionality
b. Test how HK products perform in various user environments and how it affects over all systems (local resources, network, bandwidth, etc).
c. Track and document and bugs or problem areas as specified by Lead Tester.
d. Work with pilot testers on beta software to generate feedback on usability and functionality.
e. Develop and insure accurate and detailed Help Files and FAQ’s
This position will have access to customer credit card data and must comply with all policies and procedures designed to keep that data from being compromised.