tad pgs, inc.

Applicant must possess strong customer service skills with the ability to make decisions with little or no management intervention. Strong verbal and written communication skills are required.Principle Duties and Responsibilities:

Demonstrate case management skills for each customer case by actively resolving customer cases (15-20 per day).

Resolves customer technical problems/issues related to hardware, software and networking via e-mail/chat and phone.

Handle and take ownership of customer issues from beginning to resolution.

Assist customers by diagnosing problems and providing resolutions for technical and service issues.

Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts.

Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions.

Identifies and provides input on unique or recurring customer problems. Remains knowledgeable of Dell's product line, processes, policies, current industry products and technologies.

Focuses on delivering a positive customer experience according to Dell standards.

Monitors and tracks issues to ensure accurate resolution.

May be involved in revenue generation activities with current Dell customers.

Review and distribute pertinent cross-functional information (e.g., Sales, TAMs, Customer Care, External Vendors, etc.).

Escalates more complex customer technical issues to senior level support.

Requirements:

Dependable attendance is a requirement of the job.

Advanced server hardware knowledge

RAID, HBA's, SCSI, ATA, and other I/O topologies

Drivers and driver configurations

Knowledge of at least 2 of the following: NT, W2K, RedHat Linux, Exchange, SQL, IIS, Proxy, Apache.

Strong verbal and written communication skills.

Position requires one industry level certification.

A , MCITP, MCP, or like certification

Associates level degree and/or 2 years equivalent experience is preferred.

Requirements

TAD PGS, INC. specializes in delivering secure, reliable and rapidly implemented workforce solutions to the U.S. Federal marketplace, including U.S. Government agencies and their prime contractors. With more than 50 years of experience, TAD PGS, INC. has earned a reputation for accountability, a value that government agencies and prime contractors both demand and deserve.

A wholly owned subsidiary of the Adecco Group, the world's largest workplace solutions provider, TAD PGS, INC. sources professionals for the full spectrum of federal positions, from administrative to management, and those contracts requiring extremely niche-oriented technical skills and the highest levels of security clearance.

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