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JOB TITLE: Senior Service Technician
STATUS: Non-Exempt
DEPARTMENT: Operations
REPORTS TO: Network Operations Center Manager
FULL/PART-TIME: Full-Time – Requires on-call hours
LOCATION: Syracuse/Hybrid
SALARY RANGE: :$31.25 To $40.75 Hourly
OUR CULTURE:
At Northland, we don’t believe in ceilings. We encourage personal and professional development by maintaining a challenging and rewarding work environment. We believe you are the creator of your own destiny and that you will make the most of your career through hard work, dedication, and initiative.
THE MISSION:
To ensure that all Northland products and services are supported with the highest level of service.
SUMMARY ROLES/RESPONSIBILITIES:
- Configure, maintain and troubleshoot all Northland products and services.
- Provide a great customer experience.
- Support all internal departments.
SERVICE TECHNICIAN JOB DUTIES:
- Complete surveys for all products and services.
- Manage relationships with all vendors and partners to troubleshoot, setup and configure customers networks.
- Reserve telephone numbers from an available database and update workbooks.
- Perform troubleshooting on all products and services.
- Complete all administrative tasks as required per departmental guidelines.
- Configure, troubleshoot, and maintain basic networking environments including Ethernet, TCP/IP, VLANs, DHCP and QoS, POE, Firewalls
- Install and terminate various types of cabling and associated infrastructure.
- Work with the technologies and/or platforms related to Northlands core network.
- Schedule site visits with customer, internal departments, and coordination of MAC work with all pertinent parties (landlords, customers, contractors, internal)
- Work with and assist customers with deploying software or applications needed to maintain Northland products and services, including operating systems, Windows, MS Office; computer support including PC’s, server hardware, configurations, and troubleshooting.
- Work with provisioning department on coordinated service orders.
- Assess customer needs to effectively recommend and provide the best solution.
- Lead and manage P3-P4 level trouble tickets for all products, services, and third-party applications and triage P1-P2 level tickets with assistance.
SENIOR SERVICE TECHNICIAN JOB DUTIES
- Includes all essential job duties above and below:
- Training, assisting, and mentoring other team members.
- Lead and manage complex and escalated trouble tickets for all products, services, and third-party applications including P1-P2 level tickets.
- Build and enhance team member relationships by collaborating with all departments to address common issues, make recommendations and assist with facilitating a positive customer experience.
- Assist with creating and updating internal resources such as knowledge base, SOPS, product manuals.
- Acquire and maintain training and certifications as required.
SUPERVISORY RESPONSIBILITIES: None
MINIMUM JOB QUALIFICATIONS:
- High school degree required, Experience with PC required and ability to work independently.
- A valid driver’s license and transportation
- Some data related background and ability to setup and troubleshoot networking issues related to VOIP issues.
- Strong Customer service and communications skills
- Good working knowledge of Category 3, 5, 5E and 6 voice/data wiring platforms, and industry color codes and standards.
PREFERRED JOB QUALIFICATIONS:
- Associate degree with 1 –2 years of experience in telephone or electronics experience
- Familiarity with firewalls and network equipment.
- Familiarity with hosted phone systems and features
- Understanding of data networks as applied to VOIP communications.
- Understanding of voice transmission delivery methods and the types of service provided across copper, fiber, POTS, T1, T3, SIP, CAS, VOIP Transmission, analog transmission, digital transmission etc.
- Familiarity with high-speed data, what it’s used for and how it’s delivered.
- Certifications for A+, Network + and Security +
SCORECARD METRICS:
- Meet the weekly capacity goals of the department.
- Keep re-dispatched tickets to less than 20% of total dispatched tickets.
LICENSES/CERTIFICATIONS:
A valid driver's license or ability to access transportation to attend work group and organization meetings is necessary.
PHYSICAL ACTIVITIES AND REQUIREMENTS:
- Ability to climb, kneel, crouch, reach, sit, stand, walk, lift, use fingers, grasp, feel, talk, hear, and perform repetitive motions.
- Ability to exert up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects
EQUIPMENT AND MACHINES USED:
- Ability to use to use voicemail, telephone, calculator, computer, printer, digital telephone, fax machine, cell phone
- Ability to use the following software: Microsoft Word, Excel, Outlook Express (E-Mail)
ENVIRONMENTAL CONDITIONS:
The employee is subject to the following inside and outside environmental conditions: adverse driving conditions, confined spaces, heights, and noise.
EMPLOYER'S DISCLAIMER:
- All offers of employment are contingent on successful results from a background check. If results are not acceptable to the company, the company reserves the right to rescind its conditional offer of employment.
- All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.
- This job description in no way states or implies that these are the only duties to be performed by the employee holding this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties required by their office.
- This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.
- We are an equal opportunity employer. We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, or any other legally protected status.
- Full Time
- Immediately
- 1 Dupli Park Drive, Syracuse, NY 13218
- 4/23/24
The Director of the Bookstore is responsible for all the operations of the university bookstore, which in addition to course materials and educational supplies offers a wide variety of trade books, clothing, electronics, software, sundries, and gifts. In addition, the Director is responsible for managing the relationships with on-campus stakeholders, vendors, and contractors.
Management
- Lead and foster a positive team culture.
- Sustain an industry leading level of customer service.
- Manage 9 direct reports and students who staff the bookstore.
- Provide support, training, and resources to the bookstore staff.
- Manage and support a strong student worker training program.
- Develop and maintain compliance with security, sales, record keeping, and all other necessary procedures.
- Ensure all processes and job duties are formally documented and maintained up to date in an operation manual.
Strategic Relations in Support of the University Mission
- Formally create and support a bookstore vision statement and ensure each staff member understands the relationship of their work and the greater mission of the University.
- Serve as a liaison for the bookstore to University departments in support of the development of strategic partnerships and create and support new initiatives.
- Support, develop, and manage relationships with the off-campus community.
- Represent the bookstore and the University with consortiums and group organizations.
- Develop annual goals for the bookstore operation.
Efficiencies
- The Director facilitates a culture of continual improvement by identifying, quantifying, and implementing efficiency opportunities.
- Maintains a mastery level of technical knowledge of all systems utilized and leverage those systems to their maximum potential.
- Maintain a high level of current knowledge of industry trends, standards, and innovations.
Economic Performance
- A primary responsibility is to achieve the greatest economic performance through adherence to strategic best practices and strategies. The bookstore’s financial performance will be recorded, benchmarked, and reported to division leadership and the bookstore team periodically.
- Produce periodic financial statements and reports.
- Establish annual revenue, expense and capital budgets within University guidelines.
- After hours work, weekend, holiday, and during campus events is required. Backup duties are required, and additional duties as assigned.
Annual salary $68,000 - $71,000. The actual rate will be determined based on experience and other factors permitted by law.
Minimum Qualifications
Bachelor’s degree in business administration or related field. At least five years management/supervisory experience in a college bookstore or equivalent retail setting. Equivalent combinations of education and experience will be considered for those with extensive relevant retail management experience.
Demonstrated ability to lead and motivate employees toward a common goal. A track record of fostering positive change and delivering favorable outcomes, the ability to produce quantitative analysis, both operationally and financially and the acumen to navigate a complex work environment.
Knowledge of merchandising, advertising, marketing, promotion, and display.
Familiarity with generally accepted accounting principles to include interpreting financial statements and preparing budget statements.
Technology
- Broad technology background required with experience working in a technology driven work environment.
- Detailed knowledge of retail operations including retail accounting systems/procedures, electronic Point-of-Sale/inventory, and internet and e-commerce systems and applications.
- Experience training and supporting employees’ use of technology.
- Experience creating reports and analyzing data.
- A high level of proficiency with Microsoft Excel and experience with other Microsoft Office Applications.
Required Skills
- Excellent leadership and collaboration skills.
- Excellent organizational skills with precise attention to detail required and the highest quality standards.
- Strong communication skills required, including oral, written, and listening skills.
- Demonstrable good judgment and the ability to work under pressure.
- Must be a well-organized, high-energy individual with excellent customer service skills.
- Must be able to set priorities, make decisions and work independently and as part of a team.
- Proven ability to develop positive and productive working relationships across divisions.
- Experience with customer service standards and procedures.
Preferred Qualifications
- Detailed knowledge of the college textbook industry.
- Experience with digital course material inclusive access programs.
- Experience developing innovative programs and services.
Interested applicants must apply online at http://employment.stlawu.edu uploading all required materials which are defined in the “special instructions to applicant” section. Review of applications will begin immediately and continue until the position is filled.
All offers of employment are contingent upon the finalist successfully passing a background (including criminal records) check.
- Full Time
- Immediately
- 23 Romoda Drive, Syracuse, NY 13201
- 4/13/24
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