Technical Support/Help Desk Support
Position Description
I. Primary Purpose
Responsible for customer support of SSCS customers in the field, assist
customers with all problems encountered in their daily use of SSCS products.
Problem solving and additional training of customers if necessary to support SSCS
software. Customer support to be in two types: those problems which can be
solved online, and those problems which necessitate traveling to the customer’s site.
II. Responsibilities, Duties, and Functions
- The ability to learn and understand SSCS product lines after one-week formal
classroom training. Continue on-the-job training using SSCS training manual, with 30
and 90-day follow-up reviews to determine level of knowledge.
- The ability to install and test SSCS software products onto customer’s hardware.
- Knowledgeable in configuring customer’s hardware to properly operates SSCS software.
- The ability to resolve hardware conflicts on customer’s operating systems.
- The ability to provide answers and solutions to customer’s problems on the phone.
- The ability to travel to a customer’s site as the need arises.
- The obligation to solve all customer problems, if unable to solve, a meeting with
manager for possible solutions to customer’s problem and then a return call to customer to solve problem.
- The ability to provide over-the-phone training to customers on SSCS products.
- Maintain a professional approach to all customers regardless of whom they are, you don’t
pick and choose which customers to work with on problem solving.
- Assist with system setup and testing, as necessary to ensure proper equipment operation
of customer’s and SSCS.
- Perform other work as required, to be changed at management discretion.
III. Qualifications, Experience, and Education
This is an entry level position. High school diploma, and vocational training, college degree, or
certificate in a computer related field required. Extensive knowledge of DOS, Windows 95, 98, NT,
2000, XP, Novell Netware, also knowledge of bookkeeping and accounting desirable. Must have good
customer service skills and phone skills. The ability to solve customer’s problems on the phone.
IV. Reporting relationship
Reports to the Manager of the Technical Support/ Help Desk Division. In his/her absence reports
to the Human Resources Manager to answer other questions.
Contact Us
Phone: (831) 755-1800 (Ask for Human Resources)
Fax: (831) 796-4857 (Attn: Human Resources)
E-Mail: employment@sscsinc.com
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