Job description

COMPANY OVERVIEW:
Productivity Associates Inc. (PAI) is a Technical Support and Customer Care service provider located in Kearny Mesa. We are proud to be named on The WorldBlu List of Most Democratic Workplaces 2011 (rubbing elbows with the likes of Zappos, WD-40, Groupon, Hulu and more). Our organization is positioned for rapid growth, due to our strong initiative to drive cultural change within our company and within our customer base.

We embrace organizational concepts such as: Tribal Leadership, Zappos, and the Great Game of Business. Customizing those concepts to fit our own personality and business values, we empower our employees and each other to ‘think, act and feel like an owner’.

Tier 1 Help Desk Support

PAI is actively seeking a full time Tier 1 Help Desk Support to work in a friendly and comfortable team environment performing end-user Help Desk Support.

In this role, you will be doing Help Desk troubleshooting of client-side computers in a 98/2K Pro, XP Pro, and Windows Vista environment. Typical issues to resolve will be hardware issues, printing, applications (MS Office Suite, Various E-mail Applications), OS's, password resets, etc.

We have a 24/7 contact center. Candidates must be willing to work any hours/holidays. Shifts will be assigned but may change to meet service needs.

The ideal candidate will have the following characteristics and experience:

• Ability to demonstrate engaging interactive people skills and a positive attitude!
• 2-3 years of Help Desk/Call Center experience preferred
• Strong written and verbal communication skills to include a professional proficiency in spelling and grammar for when expanded communication is necessary.
• Must demonstrate the ability to follow directions, quickly grasp technical processes, and learn new skills at a pace better than average.
• Attention to written details and the ability to answer clearly and correctly.

Technical Skills Desired:

• Experience with Win 2K/XP/Windows Vista
•Experienced in supporting desktop and laptop computers. (Mac, Dell, Compaq, HP, Lenovo, etc)
• Standard desktop support, including Commercial application questions (i.e. MS Office, email programs, browsers, etc.)
• Intermediate knowledge of Office 2000, 2003, and 2007 versions.
• In-Depth working knowledge of TCP/IP and Internet connectivity
• Wireless and broadband troubleshooting and connectivity issues
• VPN installation, connection and troubleshooting
• Experience in client based firewall configurations and troubleshooting (Symantec, MacAfee, zone alarm, etc).
• Experience in troubleshooting IE and web-based applications, connectivity issues, plug-ins, pop-up blockers, security settings, etc.
• Ability to walk users through preliminary troubleshooting steps for in-house proprietary programs and applications used at Customer.
• Experience in remote assistance software, GoToAssist, etc

COMPANY OVERVIEW:
Productivity Associates Inc. (PAI) is a Technical Support and Customer Care service provider located in Kearny Mesa. We are proud to be named on The WorldBlu List of Most Democratic Workplaces 2011 (rubbing elbows with the likes of Zappos, WD-40, Groupon, Hulu and more). Our organization is positioned for rapid growth, due to our strong initiative to drive cultural change within our company and within our customer base.

We embrace organizational concepts such as: Tribal Leadership, Zappos, and the Great Game of Business. Customizing those concepts to fit our own personality and business values, we empower our employees and each other to ‘think, act and feel like an owner’.

Help Desk Technician- Tier 1 (Graveyard)

PAI is actively seeking two full time Help Desk Technicians for our Graveyard Shift (9pm-5:30am and 11pm to 7:30am) to work in a friendly and comfortable team environment performing end-user Help Desk Support.

The Graveyard Helpdesk Technician provides technical support to customers, answering complex questions on function and usage of product via the telephone and/or Internet. This position is a primary support liaison between company and customer providing quality technical support.

The Helpdesk Technicians have excellent communication skills, and look to support their colleagues and peers throughout the organization. They have an eagerness to learn and take on new challenges while always thinking about how they could improve the customer experience. As our Graveyard Helpdesk Technician you are expected to pro-actively assist the Team in driving key initiatives and ensuring the long-term success of our customers and the company.

Duties:
• Provide technical assistance and support to our customers via the phone and email
• Ensuring all incidents received are tracked, escalated, and resolved in line with internal support procedures.
• Resolve clients' questions or problems in the areas of system configurations/setup, product functionality and bugs/enhancements
• Responsible for identifying and documenting product defects for review and validation
• Serve as primary support liaison between company and customer
• Keep customer informed of how and when problems are resolved
• Involved in any additional follow up and troubleshooting
• Maintain a high level of customer satisfaction which is measured on a regular basis
• Develop and share knowledge about the software
• May perform other job duties as directed by supervisor

Desired skill sets and experience:
• Two+ years technical support/troubleshooting experience within the computer industry
• Two+ years of Phone Support Experience
• Computer, Network, and Software certifications a plus
• Backup and Recovery experience
• Excellent time management, decision making, prioritization and organization skills
• Working knowledge of networking protocols (TCP/IP), networking infrastructure and FTP technologies
• Working knowledge of antivirus and firewall solutions
• Working knowledge of all Microsoft Windows operating systems and server platforms
• Working knowledge of Mac operating systems
• Proven technical aptitude, proven customer service aptitude
• Familiar with Customer Management Systems
• Professional written & oral communication skills
• Strong deductive logic, decision making & analytical skills
• High level of personal initiative and professionalism

PAI offers a comprehensive benefits plan, Paid Time Off, 401(k) Open Book Management, A Democratic workplace and the chance to Change the World.