IT SUPPORT Job Listing at DM Stone JobsInBrokerage.com in Concord, CA
The Tier-2 group serves as the point of contact for the field personnel and billing clients to assist with resolution of SmartMeter device or data processing systems in a call center/ticketing environment, monitors SmartMeter data flow and identifies operational exceptions, and works to resolve individual exceptions and provide service request support.
The successful candidate will have responsibility for responding to Service requests, investigating the needed service, and utilize work instructions to fulfill the request. The candidate will have responsibility for identifying improvement opportunities of process flow and work instructions.
The candidate will also have responsibility to support the phone systems for incoming service requests.
The candidate will also have responsibility to identify critical issues or new issues not yet covered by existing work instructions and escalate the issue via remedy tag to the appropriate MS OC tier.
Technical or Business degree/certification or prior utility experience.
Experience with customer support
Strong working knowledge of MS Excel.
Experience with following process flow and work instructions to support recurring service requests and problem investigation.
Knowledge of SmartMeter Program ? both meters HW, SW and process flow.
Knowledge SmartMeter and billing systems including SAP, UIQ, MDMS, and CC&B
Knowledge of Remedy ticket system.
Working knowledge of MS Access, MS PowerPoint, and MS Visio
SEND RESUME AS AN MS WORD ATTACHMENT TO firstname.lastname@example.org
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