Analysis Skills, Best Practices, Communication Skills, Computer Networks, Customer Experience, Customer Support/Service, Detail Oriented, Help Desk, Identify Issues, Knowledge Base, Mac Operating System, Microsoft Active Directory, Microsoft Product Family, Microsoft Windows Azure, Microsoft Windows Operating System, Multitasking, Network Connectivity, Presentation/Verbal Skills, Problem Solving Skills, Root Cause Analysis, Support Documentation, Team Player, Technical Support, Time Management, Vision Plan, VoIP (Voice over IP), Wi-Fi, Writing Skills
We are looking for a motivated Technology Support Agent to join our family of diverse professionals in a highly supportive team environment for Night/Overnight shift support.
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The successful candidate will primarily be responsible for providing great customer service and support to our external clients, on a variety of computer applications and platforms.
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Who we are looking for:<\/b>
<\/p>- Self -directed initiators. <\/span><\/b>People who take ownership of their work and need little prompting to drive productivity.
<\/li> - Analytical problem solvers. <\/span><\/b>People who can go beyond the problem symptoms and identify root causes, evaluate optimal solutions, and recommend solutions.
<\/li> - Dedicated achievers. <\/span><\/b>People who thrive in a fast -paced environment and will stop at nothing to ensure their work meets and exceeds expectations.
<\/li> - Customer Service Specialists. <\/span><\/b>People who strive to provide the best phone support experience to our very diverse clients.
<\/li> - Lifelong learners.<\/b> <\/span>Those who believe learning never ends and will take advantage of learning opportunities and their own personal career development. Those who enjoy staying current with technology.
<\/li><\/ul>Main Job Duties and Responsibilities<\/b>
<\/p>- Respond to requests for technical assistance via phone or email while delivering excellent customer service and managing customer expectations.
<\/li> - You will document and manage customers’ reported issues by logging all help desk interactions in ticketing system.
<\/li> - Monitor and respond to customer inquiries, leading customer communication, assuring timely status updates and issue resolution.
<\/li> - Diagnose and resolve technical issues remotely.
<\/li> - Research questions using available information resources.
<\/li> - Advise user on appropriate action, best practice, etc.
<\/li> - Follow up with customers/users to ensure complete resolution of issues.
<\/li> - Redirect or escalate problems to the correct resource, which could be an internal resource or an external vendor.
<\/li> - Identify and escalate situations requiring urgent attention.
<\/li> - Create & update client support documentation, knowledge Base Articles and problem resolutions.
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Requirements<\/h3>
What you need to be successful<\/b>
<\/p>- Strong communication skills, both verbal and written.
<\/li> - Understanding of customer service best practices and ability to provide a great support experience for the customer.
<\/li> - Good problem analysis skills and the ability to troubleshoot and resolve IT issues quickly.
<\/li> - Ability to work independently and as part of a team in a fast -paced environment while managing multiple priorities.
<\/li> - Familiarity with a help desk ticketing systems.
<\/li> - A great attitude towards customers and coworkers.
<\/li> - Adaptability & Team interaction
<\/li> - Time Management & Organizational Skills
<\/li> - Attention to detail
<\/li><\/ul>Technical Skills<\/b>
<\/p>- Working knowledge of Windows operating systems and MacOS.
<\/li> - Familiarity with Active Directory, Azure Active Directory, Office 365 (now Microsoft 365), and G Suite.
<\/li> - Working knowledge of VoIP and different VoIP systems.
<\/li> - Desktop & End -User support basics to include troubleshooting of peripheral devices such as printers and scanners.
<\/li> - Knowledge of how computer networks operate, WiFi connectivity and network attached devices.
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Benefits<\/h3>
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- Dental insurance
<\/li> - Health insurance
<\/li> - Life insurance
<\/li> - Paid time off
<\/li> - Professional development assistance
<\/li> - Tuition reimbursement
<\/li> - Vision insurance
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- 8 hour shift
<\/li> - Evening shift
<\/li> - Monday to Friday
<\/li> - Night shift
<\/li> - Overnight shift
<\/li> - Weekends as needed
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