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Job Description
- Monitor the phone queue and answer inbound phone calls.
- Track maintenance schedule of Windows Updates to confirm the updates are being completed on a regular basis. Send out email notifications as needed.
- Send email notifications at the end of the day for the cases that are left in the unassigned queue.
- Monitor the case queue for requests to add/remove hosted user accounts in sales orders.
- Review Tier 1 employees not on a phone call, check for available employees, and transfer the phone call or create a case.
- Assist with scheduling appointments (training, upgrade, troubleshooting) and schedule upgrades for Crestline.
- Send customer update notifications – Coordinating email announcements with local staff and external vendors.
- Audit module license counts, and products registered and take steps to resolve discrepancies.
- Periodically audit Salesforce primary and technical contact information and update as necessary.
- Process orders for license changes and correct Salesforce licensing for bundle customers.
- Audit cases and increase case priority as needed.
- Monitor for hosted user access cases and send email to support@crestline.net for assistance.
- Update contact information and complete the case details on emailed cases with missing or incorrect contact information.
- Monitor for reporting cases and assign the reporting cases to the appropriate queue if applicable.
- Perform system upgrades for non-key customers.
- Setup applications on client workstations.
- Setup new Track & Trace client/tracer workstations.
- Perform T&T upgrades for non-key customers.
- Review server resources and document in Salesforce.
- Monitor email alerts for failed backups and resource issues.
- Audit customer hosted environments for accuracy.
- Review hosted user counts and take steps to resolve discrepancies.
- Setup new users in customer knowledge base.
- Identify over utilized hosted environments and contact the team if necessary, to coordinate additional resources.
- Track maintenance schedules of hosted third-party applications and coordinate updates between the data center and the customer.
Job Requirements
- Very Good English English
- Proven experience as a help desk technician
- Tech savvy with working knowledge of office automation products, databases and remote control
- Good understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and resolve basic technical issues
- Customer-oriented and cool-tempered