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Help Desk in Santa Clarita, CA at TPS Family of Companies

Date Posted: 2/14/2018

Job Snapshot

Job Description

Help Desk



Start ASAP



Pay: $16-17 per hour doe



Temp to Hire



Valencia, CA



***Must have worked a help desk or in a call center environment assisting with software issues.



Job Summary :



The Qtrac Support Technician’s duties at are distilled in to three functions (with time allocation %): Technical Support (60%), Implementation Support (25%), and QA Testing/Documentation (15%).



Essential Duties & Responsibilities include, but are not limited to, the following:



Technical Support (60%)



Technical Support entails problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions, and applying proper documentation. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner.


  • Deliver service and support to end-users via phone, remote connection and/or over the Internet.

  • Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;

  • Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;

  • Research required information using available resources;

  • Follow standard processes and procedures;

  • Identify and escalate priority issues per Client specifications;

  • Redirect problems to appropriate resource;

  • Accurately process and record call transactions using a computer and designated tracking software;

  • Organize ideas and communicate oral messages appropriate to listeners and situations;

  • Follow up and make scheduled call backs to customers where necessary;

  • Stay current with system information, changes and updates


Implementation Support (25%)



Implementation support will entail leading external clients through implementations to onboarding for our Qtrac product line (CF, VR, MM, IQ).


  • Work with clients to acquire workflows, documents, and procedures needed for product configuration

  • Provide appropriate personnel with client implementation requirements

  • Aid with product assembly during large deployments


QA Testing/Documentation (15%)



Perform Black Box testing for Qtrac product line (CF, VR, MM, IQ).


  • Install/Uninstall software

  • Configure applications and hardware

  • Follow basic procedural tests

  • Document and communicate results


Other duties as assigned



Measurements/Accountabilities:



Accountable for 100% accuracy of all queueing and technical support. Accountable for initiative, willingness to learn and continuing to learn new product and methods. Accountable for working safely.



Supervisory Responsibilities: (None)



Job Requirements

Qualifications :_ _To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions .


  • Deliver top quality customer service ;

  • Communicate effectively with excellent verbal and written skills;

  • Build strong relationships with client team members, work successfully under pressure, maintain positive attitude, and meet client project deadlines in an efficient and professional manner;

  • Proper phone etiquette;

  • Ability to speak and write clearly and accurately;

  • Demonstrated proficiency in typing and grammar;

  • Knowledge of relevant software computer applications and equipment;

  • Knowledge of customer service principles and practices;

  • Effective listening skills;

  • Multi-tasking capabilities;

  • College or technical degree preferred;

  • Microsoft Office proficiency;

  • Medium to advanced Windows OS knowledge




Please submit your resume for consideration.



Thank you.