What are the responsibilities and job description for the Customer Support Specialist position at ProStratus?
Job Description Job Description Position : Customer Support SpecialistLocation : San Jose, California (Sunnyvale Onsite)Position Overview : As an Onsite Customer Support Specialist at ProStratus, you will be stationed at the customer's site, acting as a crucial liaison between our clients and our fully staffed IT support team. Your primary responsibility will be to deliver exceptional support and service to our clients, ensuring a positive experience with our solutions. You will assist clients with their inquiries, provide guidance on system usage, and collaborate with our team of engineers to address any technical issues. This position is perfect for someone looking to accelerate their career in customer support while working closely with senior staff and executives.Responsibilities : Provide first-line support to our client onsite at their campus location.Be our liaison between our client and our technicians and engineersAssist clients with their inquiries and provide guidance on system usage.Document all support interactions, including details of inquiries and solutions provided, in our ticketing system.Escalate complex issues to appropriate teams or senior staff for further investigation and resolution.Manage projects and initiativesCollaborate with other support analysts and teams to share knowledge and best practices.Proactively monitor clients' systems to identify potential issues and address them before they impact operations.Assist in the implementation and configuration of software applications and network devices.Provide end-user training and guidance on system usage and best practices.Provide front line IT supportContribute to the development and improvement of support processes and documentation.Requirements : Outstanding personality and professional attitude.Bachelor's degree in a related field preferred.1-2 years of experience in a customer or IT support role.Proficiency in troubleshooting common software applications, including Microsoft Office Suite, email clients, and web browsers.Experience with remote support tools and ticketing systems.Excellent communication skills, both written and verbal, with the ability to explain concepts clearly and concisely to non-technical users.Strong customer service orientation with a passion for helping others and a dedication to exceeding client expectations.Ability to work independently and collaboratively in a fast-paced environment, managing multiple priorities effectively.Why Join ProStratus : Opportunity to work with cutting-edge technologies and innovative solutions.Collaborative and supportive team environment that encourages continuous learning and professional growth.Competitive salary and benefits package, including health insurance, retirement plans, and paid time off.Career development opportunities and certification support to advance your skills and expertise.Opportunities to learn, grow, and advanceAbout ProStratus : ProStratus is a fast-growing Managed Service Provider (MSP) specializing in providing comprehensive technology solutions, support, security, and automation to businesses of all sizes. With offices in Ohio and Arizona, we serve clients across 38 states and nine countries. At ProStratus, we offer an exciting and dynamic work environment with plenty of opportunities for professional growth and development.