Support Manager

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The Manager role is specifically designed to lead, develop, supervise, and motivate a team to deliver excellent customer service in line with Datum’s contractual agreements to its clients. They are to take responsibility for the daily operational performance of the team and individuals within it to meet productivity and service standards.

Responsibilities

Possible duties to include but not limited to the following:

• Aging Ticket Review and follow up

• Identifying Recurring issues (Research and Follow Up)

• Call Recording review and quality control

• Phone Queue Monitoring

• Voicemail documentation and retrieval

• Processing of incoming help requests that are received via email (Client Portal)

• Scheduling Escalation (Review) prior to reaching Upper level management

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Onsite IT Support Technician - Tier 2 - Orlando Area

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We are seeking an IT Support Technician - Tier 2 to join our team! You will resolve computer-related issues for our clients.

Description:

The IT Support Technician's role is to ensure proper computer, printer and network operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Tier 2 Technicians will be the initial point of contact for customers engaging Datum Technologies' Support Center as well as an escalation point for Tier 1 Technicians. Tier 2 Technicians are responsible for the logging of all incoming communications (email, voicemail, live calls, etc.) into the Incident Management ticketing system in a timely manner with correct prioritization. The Tier 2 Technician will perform troubleshooting for larger incidents using all available resources with the objective of resolving each incident efficiently while exceeding customer service and experience expectations.

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