Responsibilities Include

• Will be representing the company and be available to customers requiring technical assistance.

• Respond to questions from customers through phone calls, chat, email, & esupport cases.

• Document call details & complete service request creation in the call tracking system.

• Ensure proper call categorization & routing, following escalation procedures as needed.

• Troubleshoot issues, working from existing knowledge database, & perform additional research as required.

• Ensure symptoms of problems & resolutions steps are documented in knowledge articles.

• Communicate new knowledge articles, SOPs, & procedures to teammates & other stakeholders.

• Enforce information security & computer systems policies & safe practices.

• Provide end user training on such topics as system logins, printing, & MS Office applications.

• Interface with other IT teams on project assignments & problem escalation.

• Develop technical documentation for training, best practices, software usage, & hardware utilization.

• Perform user administration tasks (e.g., Active Directory, Exchange, Office 365, in-house apps).

• Participate in software distribution & ongoing upgrade initiatives.

• Participate in internal team projects & deliver within committed timeframes.

• Support those operating both in-office & remotely from home & other environments not on the corporate network.

Skills/Abilities

• Friendly outgoing & helpful attitude with excellent interpersonal skills & the ability to work well with others.

• Ability to provide technical support over the phone, exhibit a professional demeanor & demonstrate excellent customer service skills.

• Experience detecting, troubleshooting, & providing solutions to low-to-moderately complex problems.

• Ability to handle constantly changing support volume: self-pace project work during lower call volume periods & multitask effectively during busy times.

• Exercise patience & professionalism during stressful situations.

• Proven ability to work effectively without direct supervision.

• Ability to acquire knowledge of supported software through research of dispatched cases & self-study.

• Willingness to be flexible with assigned work schedule, including weekends, early, & closing shifts.

• Excellent verbal & written communication skills.

• Ability to thrive & effectively cooperate with teammates in a primarily remote environment using collaboration & productivity tools such as MS Teams.

Educational Requirements & Experience

• Experience equivalent to an associate degree in computer information systems.

• Basic working knowledge of current Windows OS & Microsoft Office applications.

• Experience troubleshooting & supporting client workstations.

• Familiarity with smartphone & tablet support.

• Apple/Mac familiarity is highly desirable.

• Corporate level help desk/call tracking software exposure is strongly preferred.

• Proficiency in either Spanish is desirable.