Call Center Hardware Technician

Location: Irvine, CA
Status: Full Time Employee

Are you ready for a career change that will stimulate and challenge you?

If so, then BMS might be the place for you. BMS is a leading professional services company providing depository services, case administration software, and claims distribution solutions to bankruptcy trustees, receivers and other fiduciaries. As we continue to grow and attract new clients, we are seeking candidates for a Hardware Technician position in our call center with a background providing support and troubleshooting issues related to computer hardware, system software and third party software programs.

Position Summary

The in-house BMS Support Center is renowned in our industry for the ability to assist our clients with any software or hardware issues quickly and effectively.

The Hardware Support Technician works in a call center environment and resolves client technical needs with BMS-provided hardware. This position is part of a larger client-service team.

Essential Functions and Responsibilities:

  • Effectively respond to and resolve client-reported issues related to hardware, desktop, connectivity, networks, and third-party software on BMS-provided systems which run proprietary BMS software.
  • Take live calls from clients and work on existing tickets already in the queue.
  • Track and document all calls in our CRM system –  maintaining regular contact with clients until issues are resolved.
  • Maintain working knowledge of current desktop technology as it relates to products and services provided by BMS (operating systems, browsers, MS Office, Adobe Acrobat, etc.)

Position Expectations:

  • Quickly grasp both the concept and details of new technology, whether BMS-created or within the standard IT industry, and apply this knowledge when resolving client issues.
  • Provide and leverage technical knowledge across the entire Support team via collaboration, knowledge base contributions, and participation in meetings.
  • Participate in technical and business training and pass all required certification testing.
  • Take live calls daily as wait times dictate, and maintain a sense of urgency and ownership while working to resolve issues.
  • Identify steps that can be taken to provide clients with an enhanced client experience.
  • Interact professionally with others, and align all actions with team scorecard expectations.
  • Effectively engage with third party technicians and others outside of the BMS Support Center, as needed, to resolve client issues.
  • Document problems, actions, and resolutions clearly and in a timely manner.
  • Practice all security and data handling procedures, policies to protect company security as well as client confidentiality and privacy. Protect the privacy and confidentiality of all customer and staff information at all times.

Education and Experience Required:

  • Bachelors degree in computer-related field preferred or equivalent experience
  • A minimum of 3 years experience providing technical support, with at least 1 year experience in a call center environment providing standard desktop support
  • Thorough knowledge of PC hardware, MS operating systems, PC network environments including internet concepts, expertise with email applications, knowledge of WordPerfect, Acrobat, proficient with MS Office.

Note: This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

We Kindly Request no Recruiter Inquiries for this position.

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