We are looking for a highly energetic, customer service centric high performer to provide best in class technical support to internal and external customers for business applications and connectivity related issues reported by telephone, email or in-person in an IT support team environment under general direction of the IT Service Desk Manager.
If you enjoy helping people and solving problems, this job is for you! We need someone who wants to make a difference in our customer support organization and can raise the bar of customer service within the team.
Respond to service desk tickets, instant messages, phone calls, and email in a timely manner and attitude that conveys a strong sense of professionalism and subject matter expertise. A polite, customer driven disposition is key!
Troubleshoot application and connectivity problems regarding hardware and business applications using the standard offering of web browsers
Provide application support for PCs, laptops, and mobile devices
Communicate with technical and non-technical end users and external customers to resolve issues or to quickly teach the basics of an application program
Coordinate end-user access to systems, create user accounts, or disable user accounts
Perform basic network and Internet connectivity trouble shooting tests to verify connectivity to systems
Thoroughly document troubleshooting steps and technical details about each reported incident to HEAT ITSM ticketing system
Follow internal support policies for escalating support to the next level as required
Provide communication, documentation and instruction to peers regarding best practices for supporting applications, network and Internet connectivity issues
Create documentation and training aids as needed to improve customer knowledge
Achieve performance goals related to Call Handling, Ticket Handling, Quality and Customer Satisfaction
What do you need to succeed in this position?
Excellent written and verbal communication. You will be interacting with all levels of the organization from C-suite to entry level and external customers.
Strong troubleshooting skills.
Outstanding customer service focus. Go above and beyond to make your customer happy.
Ability to listen and analyze problems along with good technical ability to resolve and document processes and results.
Self-motivated individual with assertiveness and high personal ethics.
Develop professional relationships with peers and end-users to enhance team environment.
Must have positive attitude and be people/profit/results oriented.
Strive to be proactive at identifying and resolving potential support issues before impact to customers.
4+ years of technical experience in desktop / laptop support activities.
4+ years of experience in providing customer support in an IT/technical capacity remotely via phone.
Troubleshooting and resolution documentation is key to success. This is a required attribute. If this is not a strong skill for you, it will be difficult to succeed.
Working proficiency of Windows 7/10, network connectivity and various browsers.
Computer-related hardware and peripherals.
MS Office 2013 and 2016 pro plus (Office 365) required.
Experience with Call Tracking software required.
Overhead Door Corporation