Customer Operations Manager
AKA: Technical Support Manager
Provides customers and end users with product and technical support. |  | | Staffs and trains team of technical support representatives ... creates systems for responding to customer inquiries via telephone, online networks, and mail ... selects an automated system to manage and track inquiries ... trains staff to help customers use products properly ... communicates with programmers regarding bugs and follows-up to make sure fixes are received and tested ... advises upper management on product development issues arising from product problems identified through technical support calls with customers ... advises technical writers on user documentation ... handles customer problems that appear to arise from the use of the product ... completes, maintains, and processes pertinent paperwork and records ... plans and schedules levels of support according to product release schedules ... assists in final testing of new products. |
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Desktop Support Specialist
AKA: PC Support Specialist, PC Technician
Installs, modifies, and makes minor repairs to personal computer hardware and software systems, and provides technical assistance and training to system users.
| | | Inspects personal computer equipment and reads order sheet listing user requirements to prepare microcomputer for delivery ... installs or assists service personnel in installation of hardware and peripheral components such as monitors, keyboards, printers, and disk drives on user's premises ... loads specified software packages such as operating systems, word processing, or spreadsheet programs into computer ... enters commands and observes system functions to verify correct system operation ... responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems ... instructs users in use of equipment, software, and manuals ... recommends or performs minor remedial actions to correct problems ... coordinates activities with help desk, network services, or other information systems groups ... provides updates, status, and completion information to manager, problem request tracking system, and/or users, via voice mail, e-mail, in-person communication ... replaces defective or inadequate software packages ... refers major hardware problems to service personnel for correction. |
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Help Desk Manager
AKA: Help Desk Supervisor
Supervises and coordinates activities of workers who provide problem solving support to computer users. | | | Establishes help desk system for task management and tracking, and selects appropriate database and workflow tools ... creates long-term strategies for growth and maintenance of help desk department, and makes budgetary recommendations to upper management ... trains help desk staff to answer and resolve incoming calls ... solves, or assists help desk representatives in solving, nonroutine or complex software, hardware, and procedure problems ... analyzes help desk activity and makes recommendations for changes in help desk procedures and systems to upper management ... confers with staff, computer users, supervisors, and managers to determine requirements for new or modified software and hardware ... writes recommendations for management review ... coordinates installation of hardware and software, and implementation of procedure changes. |
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Help Desk Representative
AKA: Information Center Specialist
Investigates and resolves software and hardware problems of computer users. | | | Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies ... interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error ... determines whether problem is caused by hardware such as modem, printer, cables, or telephone ... handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff ... logs and tracks calls using problem management database, and maintains history records and related problem documentation ... prepares standard statistical reports, such as help desk incident reports ... analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate ... consults with programmers to explain software errors or to recommend changes to programs ... calls software and hardware vendors to request service regarding defective products ... tests software and hardware to evaluate ease of use and whether product will aid user in performing work ... writes software and hardware evaluation and recommendation for management review ... writes or revises user training manuals and procedures ... develops training materials such as exercises and visual displays ... trains users on software and hardware on-site or in classroom, or recommends outside contractors to provide training ... installs personal computers, software, and peripheral equipment. |
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Help Desk Supervisor
AKA: Help Desk Manager
Supervises and coordinates activities of workers who provide problem solving support to computer users. | | | Establishes help desk system for task management and tracking, and selects appropriate database and workflow tools ... creates long-term strategies for growth and maintenance of help desk department, and makes budgetary recommendations to upper management ... trains help desk staff to answer and resolve incoming calls ... solves, or assists help desk representatives in solving, nonroutine or complex software, hardware, and procedure problems ... analyzes help desk activity and makes recommendations for changes in help desk procedures and systems to upper management ... confers with staff, computer users, supervisors, and managers to determine requirements for new or modified software and hardware ... writes recommendations for management review ... coordinates installation of hardware and software, and implementation of procedure changes.
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Information Center Specialist
AKA: Help Desk Representative
Investigates and resolves software and hardware problems of computer users. | | | Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies ... interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error ... determines whether problem is caused by hardware such as modem, printer, cables, or telephone ... handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff ... logs and tracks calls using problem management database, and maintains history records and related problem documentation ... prepares standard statistical reports, such as help desk incident reports ... analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate ... consults with programmers to explain software errors or to recommend changes to programs ... calls software and hardware vendors to request service regarding defective products ... tests software and hardware to evaluate ease of use and whether product will aid user in performing work ... writes software and hardware evaluation and recommendation for management review ... writes or revises user training manuals and procedures ... develops training materials such as exercises and visual displays ... trains users on software and hardware on-site or in classroom, or recommends outside contractors to provide training ... installs personal computers, software, and peripheral equipment.
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PC Support Specialist
AKA: PC Technician, Desktop Technical Support Specialist
Installs, modifies, and makes minor repairs to personal computer hardware and software systems, and provides technical assistance and training to system users. | | | Inspects personal computer equipment and reads order sheet listing user requirements to prepare microcomputer for delivery ... installs or assists service personnel in installation of hardware and peripheral components such as monitors, keyboards, printers, and disk drives on user's premises ... loads specified software packages such as operating systems, word processing, or spreadsheet programs into computer ... enters commands and observes system functions to verify correct system operation ... responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems ... instructs users in use of equipment, software, and manuals ... recommends or performs minor remedial actions to correct problems ... coordinates activities with help desk, network services, or other information systems groups ... provides updates, status, and completion information to manager, problem request tracking system, and/or users, via voice mail, e-mail, in-person communication ... replaces defective or inadequate software packages ... refers major hardware problems to service personnel for correction. |
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PC Technician
AKA: PC Support Specialist, Desktop Technical Support Specialist
Installs, modifies, and makes minor repairs to personal computer hardware and software systems, and provides technical assistance and training to system users. | | | Inspects personal computer equipment and reads order sheet listing user requirements to prepare microcomputer for delivery ... installs or assists service personnel in installation of hardware and peripheral components such as monitors, keyboards, printers, and disk drives on user's premises ... loads specified software packages such as operating systems, word processing, or spreadsheet programs into computer ... enters commands and observes system functions to verify correct system operation ... responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems ... instructs users in use of equipment, software, and manuals ... recommends or performs minor remedial actions to correct problems ... coordinates activities with help desk, network services, or other information systems groups ... provides updates, status, and completion information to manager, problem request tracking system, and/or users, via voice mail, e-mail, in-person communication ... replaces defective or inadequate software packages ... refers major hardware problems to service personnel for correction. |
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Technical Support Manager
AKA: Customer Operations Manager
Provides customers and end users with product and technical support. | | | Staffs and trains team of technical support representatives ... creates systems for responding to customer inquiries via telephone, online networks, and mail ... selects an automated system to manage and track inquiries ... trains staff to help customers use products properly ... communicates with programmers regarding bugs and follows-up to make sure fixes are received and tested ... advises upper management on product development issues arising from product problems identified through technical support calls with customers ... advises technical writers on user documentation ... handles customer problems that appear to arise from the use of the product ... completes, maintains, and processes pertinent paperwork and records ... plans and schedules levels of support according to product release schedules ... assists in final testing of new products. |
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Technical Training Coordinator
AKA: Technical Training Supervisor
Coordinates activities of instructors engaged in training employees or customers of industrial or commercial establishment in installation, programming, safety, maintenance, and repair of machinery and equipment. | | | Confers with managers, instructors, or customer's representative to determine technical training needs ... assigns instructors to conduct technical training ... schedules classes, based on availability of classrooms, equipment, and instructors ... evaluates technical training packages, including outline, text, and handouts written by instructors ... assigns instructors to in-service or out-service training classes to learn new skills as needed ... monitors budget to ensure that training costs do not exceed allocated funds ... writes budget report listing training costs, such as instructors' wages and equipment costs, to justify expenditures ... attends meetings and seminars to obtain information useful to technical training staff and to inform management of technical training programs and goals ... monitors instructors during lectures and laboratory demonstrations to evaluate performance ... develops and conducts technical training programs. |
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Technical Training Supervisor
AKA: Technical Training Coordinator
Coordinates activities of instructors engaged in training employees or customers of industrial or commercial establishment in installation, programming, safety, maintenance, and repair of machinery and equipment. | | | Confers with managers, instructors, or customer's representative to determine technical training needs ... assigns instructors to conduct technical training ... schedules classes, based on availability of classrooms, equipment, and instructors ... evaluates technical training packages, including outline, text, and handouts written by instructors ... assigns instructors to in-service or out-service training classes to learn new skills as needed ... monitors budget to ensure that training costs do not exceed allocated funds ... writes budget report listing training costs, such as instructors' wages and equipment costs, to justify expenditures ... attends meetings and seminars to obtain information useful to technical training staff and to inform management of technical training programs and goals ... monitors instructors during lectures and laboratory demonstrations to evaluate performance ... develops and conducts technical training programs. |
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