Lead Customer Care Technician

This is a Tier 1-2 support position and information technology generalist who directly supports our user-base. This position is responsible for handling daily traffic of incoming technology problems and questions via telephone, e-mail, ticket system, and face-to-face interaction. The Lead Customer Care Technician is a frontline position that utilizes his or her intimate knowledge of computing systems to identify problems and draw valid conclusions through logical reasoning.

Provides technical support while delivering exceptional customer service.

Mentors the Customer Care Technician positions.

Creates, updates, prioritizes, and tracks customer problems using a ticket system.

Resolves problems in person, telephone, email, or through a remote support session.

Resolve simple and complex problems in a timely manner with assistance from the Director of Customer Engagement, Infrastructure Operations or Enterprise Apps if necessary.

Perform general maintenance tasks, customer account management, troubleshoot and repair of computer systems, and applications and peripheral equipment maintenance throughout the Institute.

Keep up-to-date on security threats and assist in Operating System and Application patching.

Utilize online resources/tools to supplement the troubleshooting and diagnosing of customer issues.