Call Center - IT Help Desk/ Remote ( Denver, CO ), 8+ Months

Job title: Call Center - IT Help Desk/ Remote ( Denver, CO ), 8+ Months in Denver, CO at Suncap Technology
Company: Suncap Technology
Job description: Remote Role and candidate is local to CODescription of JobThis role will be responsible for training new and existing users, responding to help desk queries, and working with the product team to provide feedback from users for continuous platform improvements.Though this position will report remotely, it may require reporting in person on occasion to Colorado Department of Human Service offices in the Denver area.Primary Duties IncludeTraining

• Coordination of publication for training materials so that users can self-support and self-train
• Training new users on the product
• Training existing users on new product features

Technical Support

• Responding to help desk queries from users of the platform
• Providing first line support to users of the platform
• Help users troubleshoot software issues
• Flag critical software errors to the vendor hosting the platform
• Identify next steps to solve errors while being available and communicative with users throughout the process
• Document and track issues

Product and Process Improvement

• Responsible for user management (eg., adding new users to the platform, removing users, password resets)
• Working with the product team to improve the platform
• Establishing a sustainable and effective strategy for the future of support as the platform grows in size and user base

Experience and QualificationsEducation and ExperienceEducation and Experience:

• Three years of experience in Information Technology; providing Application/Software customer support; or in an occupational field related to the work assigned to the position.

Substitution:

• A Degree in Information Technology, Computing Studies or a related field will substitute for the required experience on a year-for-year basis.

Preferred QualificationsThe preferred candidate will exhibit:

• Excellent interpersonal, verbal, and written communication.
• Self-motivated and able to effectively manage time and tasks.
• Ability to solve complex problems, participate in continuous improvement, and adapt to the ideas of others.
• Technical versatility and creativity to deliver and contribute ideas/solution

TypeCategoryQualificationDescriptionCompetencyRequiredSkillsOperating SystemsMac OSNovice (1-3 Years)YesSkillsOperating SystemsWindows 10Novice (1-3 Years)YesSkillsOperating SystemsWindows 8, 8.1, 10Novice (1-3 Years)YesSkillsOperating SystemsWindows 9x/2000/XP/NT/Vista/7Novice (1-3 Years)NoSkillsOthersCommunication skills both verbal and writtenProficient (4-6 Years)YesSkillsOthersLearning abilityProficient (4-6 Years)YesSkillsOthersTeam workProficient (4-6 Years)Yes
Expected salary:
Location: Denver, CO
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