What are the responsibilities and job description for the Support Specialist - Consultant position at CME Group?
The Customer Support Specialis t Consultant provides computing support to internal employees- second level problem determination, recording, resolution & escalation of problems if necessary. They work w / users whose issues could not be resolved in the first call & answering initial user calls during peak call times. They resolve complex problems immediately & identify those issues that are systemic or require senior level support involvement. They use problem mgmt database & help desk systems daily.
Principal Accountabilities :
- Acts as a primary contact for password resets for most internal applications.
- Decides appropriate course of action when speaking with a customer, such as which actions would accurately solve their technical problem. Decides when problems need to be escalated to a higher-level resource.
- Distributes software to workstations upon request and applies knowledge of licensing process and license tracking. Demonstrates a rudimentary knowledge of common software.
- Provides authentication and entitlement credentials for access to the corporate LAN / WAN as necessary.
- Provides troubleshooting and diagnostics support to record all common customer issues. Resolves basic known issues. Demonstrates a basic knowledge of hardware standards, major components, and how they interface with the environment.
- Troubleshoots all common customer issues - including hardware, software, Internet browser and remote connectivity issues.
Skills & Software Requirements :
Shift Pattern : Monday - Friday
10 : 00am - 6 : 30pm CST
Occasional weekend work required
CME Group is seeking skilled and experienced Consultants for a fixed term of engagement for one year. CME is committed to offering competitive compensation for our consultants that recognizes their contributions to the business. The hourly pay range for this role is expected to be $24 - $25 per hour. The actual pay offered will be dependent on a wide array of factors including but not limited to : relevant experience, skills, education and comparison to internal consultants or employees (where relevant). Please note that while this opportunity is for a consultant role dedicated to CME, the consultant will be directly employed by a third party vendor, which would provide pay and benefits.
CME Group : Where Futures are Made
CME Group is the world's leading and most diverse derivatives marketplace. But who we are goes deeper than that. Here, you can impact markets worldwide. Transform industries. And build a career by shaping tomorrow. We invest in your success and you own it - all while working alongside a team of leading experts who inspire you in ways big and small. Problem solvers, difference makers, trailblazers. Those are our people. And we're looking for more.
Salary : $24 - $25
