Client Support Technician - DFW Airport

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Our Client located near the DFW Airport is looking for a Client Support Technician:

The CST will receive calls and emails from customers concerning problems with various hardware and Aloha Software systems. Each call and email received will have a case opened within 60 seconds (new or existing), will be documented in our call tracking system, and quality service offered on every action taken. The CST is responsible for resolving all issues presented in a first call resolution strategy and escalating Severity 1 issues as necessary.

There are several different schedules to choose from and do not perform shift bids.

The client promotes a team environment and has built a culture on knowledge transfer, continued education about their products as well as other types of technology, and open communication.
- focused on inbound calls and emails
- Working and updating cases assigned by Supervisor or Team Lead
- Takes prompt corrective actions where necessary or suggests alternative courses of action to be taken. Escalates and communicates to manager and all necessary parties promptly.
- Determine support needs of client and ensure that the necessary and appropriate actions are taken to resolve the issue presented
- receive and resolve inbound calls and emails maintaining an 80% call to case ratio
- Spend 40 minutes per week reviewing technical Webinars for continued education
- Acts as an immediate escalation point for CSR staff
- Spend 30 minutes per week in the lab with Senior team members

Qualifications:
- Strong attention to detail
- Strong oral and written communication skills
- Must be able to type 40 wpm
- Must show efficiency in core product
- Must be able to work in fast paced, high-stress environment
- High School Diploma
- Minimum 1 year Technical Support experience
- Minimum 1 year of help desk operations experience
- Customer focused, service attitude
- Strong time management
- Dependable, punctual
- Leadership skills
- Minimum 1 year of Microsoft Windows 98/2000/XP experience

Preferred Skills:
- 2-4 year degree
- Minimum of 2 years utilizing and supporting a POS Software Package
- Networking topologies experience
- Experience with firewalls, routers and VPN technology
- Familiarity with Aloha, PMS or other POS Software

Please visit us on the web at www.frontlinesourcegroup.com

Equal Opportunity Employer, M/F/V/D. Candidates must have authorization to work in the U.S. Clients will not sponsor visas.

Frontline Source Group is one of the fastest growing Information Technology, Accounting, Legal, Human Resource, Administrative and Clerical staffing and direct hire firms with offices in Austin, Dallas, Fort Worth, Plano, Sugar Land, The Woodlands and Houston Texas.

Frontline specializes in matching top talent with companies for direct, contract and contract-to-hire placements. We work with clients and candidates in all areas of North America and Canada.