Kforce Customer Support Technician in Hopkinton, Massachusetts

A Kforce client is seeking a Customer Support Technician to work Second Shift: 2pm-10pm, Tuesday to Saturday. This position is in Hopkinton, MA. Principal Duties and Responsibilities:

  • Provides front end non-technical support for EMC's Internal and External Customers

  • Follows call handling procedures to ensure excellence in customer service

  • Work hours comprise of shift patterns, weekends, and holidays to cover a 24 X 7 period

  • Create, research and update service requests

  • Route service requests to appropriate product support teams

  • Interface with Global support teams and Field personnel

  • Implement escalation procedures as required

  • Execute Business Continuity procedures if needed, according to established protocols

  • Business Continuity to be defined as Disaster Recovery operations due to a variety of reasons, i.e. problems with the network, operating system, telephony, etc.

  • Performs contract entitlement checking and works with customer to establish PO documentation for services if the customer is not entitled for service

  • Performs Tiered Services enforcement based upon customer's contract level and routes these customers to appropriate service teams

  • Performs other duties as required

  • Associates degree

  • Experience Required: 1-2 Years

  • EMC Proven Professional Certification desired

  • Customer Service skill

  • Communication skills

  • Interpersonal skills

  • Organizational skills

  • Ability to work in a team environment

  • Able to adapt to change

  • Strong computer skills

  • Customer-Facing, Business-Level English speaking and writing skills required

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.Compensation Type:Hours