Yadav - Fremont, CA
posted 5 months ago
The IT Field Technician position is a part-time role based in Fremont, CA, offering a competitive pay rate of up to $29 an hour. This position is crucial for providing exceptional customer service and technical support to clients, focusing primarily on resolving computer support problems. The technician will engage with customers through various channels, including telephone and email, addressing both routine and complex inquiries. A significant aspect of the role involves advanced troubleshooting related to service delivery, installations, outages, and component-level issues, particularly concerning Point of Sale (POS) products. The technician is expected to possess in-depth knowledge of the services offered and specialize in specific areas of POS products. Given the complexity of the issues encountered, the role requires thorough research and exhaustive troubleshooting efforts, along with diligent follow-up with customers to ensure that their problems are resolved effectively. Documentation of customer interactions in the Case Management System is essential to maintain a clear record of issues and resolutions. In addition to problem resolution, the technician will also be involved in training and quality improvement initiatives. This includes maintaining a comprehensive understanding of the Help Desk supported products and services, collaborating with the IT team to identify training opportunities that can enhance the support provided to customers. The technician will also be responsible for reviewing and updating Help Desk documentation and procedures, ensuring that the knowledge base tools within the in-house ticketing system are current and effective. Overall, this role is pivotal in ensuring customer satisfaction through efficient case management, trend identification, and continuous improvement of support processes.