Associate Tech Support Agent

Software Guidance & Assistance, Inc., (SGA), is searching for an Associate Tech Support Agent for a contract assignment with one of our premier Insurance clients in Plano, TX or Portsmouth, NH .


Responsibilities :

• Act as a single point of contact via the telephone, email or web for resolution of technology-related issues
• Document customer requests in our incident tracking system
• Support network and e-mail connectivity, computer operating systems, hardware and software, internally developed applications, mainframe and midrange operations.
• Interact with customers and peers to diagnose and resolve problems
• Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems
• Support features, functionality, and usage of specific applications
• Provide Level 1 technical support of low to medium complexity
• Provide input and update to the technical knowledgebase as necessary
• Adhere to established policies and procedures. Make sound business decisions, under direction by following documented procedures
• Report problems with procedures and makes suggestions for improvements
• Perform related duties as assigned or requested

Required Skills :

• Reliability & Flexibility are extremely important
• Strong customer service skills
• Effective listening skills
• Strong written and verbal communication skills
• Good problem-solving skills and decision-making ability
• Technical aptitude with PC literacy
• Basic knowledge of Windows Operating Systems
• Strong enthusiasm and desire to learn
• Self-motivation and organization
• Ability to learn and apply technical information in a fast-paced, demanding work environment
• Ability to follow policies and procedures; attention to detail.

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SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at .


SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities. Please visit our company to request an accommodation or assistance regarding our policy.