CUSTOMER SERVICE REPRESENTATIVE JOB DESCRIPTION

DUTIES AND RESPONSIBILITIES:

1) Investigates and resolves computer software hardware problems of users

2) Receives telephone calls from users having problems using computer software hardware or inquiring how to use specific software, like statistical, graphics, data base, printing, word processing, programming languages, electronic mail and operating systems

3) Talks to user to learn procedures followed source of error

4) Answers questions, applying knowledge of computer software, hardware, and procedures

5) Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic software, or by listening to following instructions

6) Determines whether problem is caused by hardware, like modem, printer, cables, or telephone

7) Talks with coworkers to research problem find solution

8) Talks to programmers to explain software errors or to recommend changes to programs

9) Calls software hardware vendors to request service regarding defective products

10) Reads trade magazines attends computer trade shows to obtain current information about computers

11) May test software and hardware to evaluate ease of use whether product will aid user in performing work

12) May write software and hardware evaluation recommendation for management review

13) May write or revise user training manuals procedures

14) May develop training materials, like exercises visual displays

15) May train users on software hardware on-site or in classroom, or recommend outside contractors to provide training

16) May install microcomputers, software, and peripheral equipment, following procedures and using handtools [Microcomputer Support Specialist profess kin. 039.264-010]

17) May work as in-house consultant and research alternate approaches to existing software hardware when standardized approaches cannot be applied

18) May conduct office automation feasibility studies, including work flow analysis, space design, and cost comparison analysis

19) May specialize by type of software, computer language, or computer operating system.



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