Position Title

Client Service Consultant/ Support Engineer

Company

Corporate Computer Solutions is a small IT solutions company that prides itself superior customer service. Corporate Computer Solutions provides for the IT needs of small to medium businesses in the eastern Melbourne region and is currently expanding due to demand.

Corporate Computer Solutions value proposition consists of:

-          Individually tailored IT solutions

-          Exceptional and individualised customer service that is, personalized, friendly and readily available

-          Outstanding quality in workmanship

Position Summary

To contribute to company growth through ensuring excellence in customer service and the promotion of the company to clients/ potential clients

To assist the principle in providing customised IT solutions to the complete satisfaction of the customer (small to medium scale private businesses)

To operate in the role with a high degree of autonomy

Reports to

Managing Director

Specific Responsibilities

• Support customers on a variety of PC issues, including identifying, researching and resolving technical problems.
• Design IT solutions to meet customer needs, diagnose hardware and software faults and provide solutions for:
  • Windows workstations 98 to XP
  • Windows Servers  NT4 to 2003
  • MS Software such as Office / SBS / Exchange
  • Networks Tcp/ip, OSI model, DNS, wireless, adsl, firewalls
• Install of hardware and software (workstation / server), including pickup and delivery
• Track and monitor issues/problems to ensure timely resolution.
• Connect users to networks and providing initial training in relevant applications
• Provide information relating to customers' hardware and software purchasing decisions.
• Respond promptly to telephone calls, emails and requests for technical support. Provide exceptional customer service through being available (on mobile) between 7 am to 7 pm Monday to Saturday
• Ensure customer satisfaction through clear and effective communication, using plain language for non IT professionals, confirm understanding and clarify any concerns.
• Provide excellent service through punctual attendance/ communication on all appointments and service calls
• Complete customer service reports to accurately record type of service
• Ensure neat and tidy work practices

Key accountabilities

• Achieve five billable hours per working day filled in via customer service reports (CSR)
• Ensure customer satisfaction and follow up completed on all jobs
• Maintain and report on CSR and statistics as required
• Ensure dress code smart casual is adhered to

Selection criteria

Essential:

• Competencies in the following areas

Windows workstations 98 to XP

Windows Servers  NT4 to 2003

MS Software such as Office / SBS / Exchange

Networks Tcp/ip, OSI model, DNS, wireless, adsl, firewalls

·         Flexibility for on call for customer service

·         Knowledge of commonly-used concepts, practices, and procedures within the PC environment

·         Strong customer service skills.

·         Demonstrated customer focus and a collaborative team-oriented approach.

·         Proven ability to work under pressure and manage priorities and deadlines.

·         Excellent oral and written communication skills

Qualifications:

• Microsoft qualification MSCA
• one year (or similar) work experience in field
• drivers license

Personal Attributes:

• neat and punctual
• friendly manner

Date Prepared

October 2006

Date Reviewed

July 2007