Below is the result of your feedback form. It was submitted by JSFG@xxxxxxxx on August 18th, 2003 at 12:55PM (CDT). Date: 08/18/03 JobTitle: Technical Support Representative I JobClass: Information Systems JobDescript: Provide basic technical, telephone support for desktop and AS/400 software applications. Perform PC and printer hardware troubleshooting/problem diagnosis and call resolution. Receive, log, handle, assign, close all calls. Job Description 1.Provide telephone support for ?how to? questions for applications including Win2000, WinXP, Office 2000, Office XP, Lotus Notes, Exchange/Outlook, and connectivity and hardware problems. 2.Monitor open call queue to ensure proper escalations. 3.Perform follow-up with subject matter experts and desktop support to ensure customer satisfaction and call closure. 4.Log and track all calls, problems, questions, and solutions. 5.Track all problem tickets owned from open to closure. 6.Provide end-user training as necessary. 7.Upgrade hardware/software knowledge and skills through tutorials, seminars, and education. 8.Perform desktop support functions as scheduled. Location: Mason, Ohio Requirements_Qualif: 1.Two-year degree/four year degree preferred or appropriate training, certification and work experience. 2.One-two years of Call Center/Help Desk experience, with basic software support skills, call routing and escalation experience. 3.One-two years of trouble-shooting/resolving microcomputer problems. 4.Excellent telephone, communication, and inter-personal skills. 5.Available to work non-traditional hours if necessary. 6.Ability to be pro-active and a team player. 7.Willingness to travel as required. DESIREABLE KNOWLEDGE: 1.AS/400, PC/MAC hardware/software expertise across multiple platforms. 2.Windows 95, NT, Lotus Notes, Exchange/Outlook, JD Edwards, MS Office 95 & 97. 3.Problem management and ACD software experience. 4.PC training skills. TOOLS AND EQUIPMENT USED: AS/400, PC, Telephone SPECIFIC JOB RELATED PHYSICAL REQUIREMENTS AND DEGREE OF EFFORT: Hearing: High degree Visual Acuity: High degree Speaking: High degree Walking: Moderate degree Sitting: High degree Hand dexterity: High degree Standing: Low degree Climbing: Moderate degree Lifting: Low degree Acuity: High degree SPECIFIC JOB-RELATED MENTAL REQUIREMENTS AND COMPLEXITY: Reasoning, remembering, reading, interpreting, analyzing, problem solving. Positive attitude, and willingness to support ?go the extra mile? for customers and team members. WORKING CONDITIONS: Inside office environment with minimal noise level. Climate-controlled conditions. Stairs: no wheelchair access. WorkType: Full-time Regular Travel: Yes PositionState: Existing SalaryRange: $ HowApply_Email: Yes Company: Thomson Learning Person_Requesting_Profiles: Lori Stevenson Contact_StreetAddress: 5191 Natorp Blvd Contact_City: Mason Contact_State: OH Contact_ZipCode: 45040 Contact_WorkPhone: 513 229-1345 e-mail: cincy.jobs@xxxxxxxxxxxxxxxxxxx Email_Monthly_Message: No Comments: Please apply through www.thomsoncareers.com. No phone calls or faxes will be accepted email: JSFG@xxxxxxxx bgcolor1: #FFFFFF Cutoff: 09/01/03 Submit: Submit Form -------- Env Report -------- REMOTE_HOST: REMOTE_ADDR: 198.80.143.19 HTTP_USER_AGENT: Mozilla/4.0 (compatible; MSIE 5.5; Windows NT 5.0) You can unsubscribe from the list by sending email to jsfg_cinti-request@xxxxxxxxxxxxx with 'unsubscribe' in the Subject field. Web archive: http://www.freelists.org/archives/jsfg_cinti Questions to: jsfg@xxxxxxxx