This job was posted by https://www.kansasworks.com : For more information, please see: https://www.kansasworks.com/jobs/12796092 The SOS tier 1 technician position includes multiple duties that range from communication with customers and technicians, communicating with vendors and the customer service department, to incident ticket creation and monitoring. This position requires working shifts that start at mid-day as well as Saturdays.

Responsibilities

Daily:

Answer phone calls & create tickets for those calls.

Assign monitoring alert tickets as they come in.

Maintaining tickets in the monitoring cue.

Follow up with customer service when parts are needing to be ordered. (Monitoring Parts Waiting Ordering cue and making sure we get tracking)

Communicating tracking info to techs and customers. (i.e. sending emails and/or calling)

Facilitating/Monitoring SOS incoming emails.

Weekly:

Meet with SOS supervisor or Customer Service Manager to address any questions or concerns that you may have.

Monthly:

Monthly meeting to review current procedures and generate ideas for improvement.

Yearly:

Set and update annual goals for you personally within the position.

Occasional:

Contacting vendors (i.e. Christie, GDC, Dolby, NEC, Barco, and Barco.) to start cases/follow up with log emails.

Creating shipping labels and call tags for RMA parts.

Input site configuration information into customer Autotask account.

Updating customer contact info in Autotask as needed.