Support Cooridinator Position Positing & Phone Interview Help

Zfamilybiz

Position Information:
The Support Coordinator supports technical and procedural fist line response in support of internal/external customers via phone or email for products, processes and systems. This position relies on experience and judgment as well as pre-established procedures and instructions to identify, resolve or escalate incidents and changes.
Responsibilities:

• Provide work direction to less experienced team members
• Participate in the development and maintenance of Support Center procedures
• May represent the Support Center in meetings
• Prepare service level reports for management
• Assist in coordinating the Support Center staff schedules
• Provide technical and procedural support to those who report an incident or request a change
• Be familiar with technology and understand system functionality to accurately prioritize and escalate issues
• Knowledge of company-wide business functions; telecommunications, hardware and software concepts
• Interpret a wide variety of symptoms; relying on experience and judgment as well as pre-established procedures and instructions to identify, resolve or escalate incidents and changes
• Dispatch support or vendors to resolve system issues
• Adapt to changes in technology
• Reset system passwords and function as the single point of contact for all technology related requests
• Regular and predictable attendance is a condition of employment and is an essential function of the job

Minimum Qualifications:
This position requires three years of experience in technology, customer service and/or help desk support. An associate's degree, technical computer degree or technical certifications are preferred or equivalent work experience.

This position also requires knowledge of company-wide business functions (data security policies and procedures and I/S standards); telecommunications, hardware, and software concepts; complex problem solving techniques; escalation procedures; customer relations skills; verbal and written communication skills.

Note: Must be able to be ON-CALL and must be able to be contacted and respond for emergency duty.
Salary Details:
Hourly Rate: $21.19 - $27.91

I started out by posting the job description. I have all the experience required and I am currently working on my BS in IT Software at WGU and taking the Network + certification training. I do have a technical AAS degree and at least 5 years experience. How do I prepare to wow the hiring manager for this interview. Strength and weakness examples are much needed. And anything that I can do to help me land this position. Thanks!

Zfamilybiz

I made it past the phone interview. I actually over prepared for it. It was only 3 questions. In person interview scheduled for Monday!