What are the responsibilities and job description for the End User Support position at UBIQUITY?
Let's tomorrow, together.
At Ubiquity, we live by the mantra head, heart, and hustle. Head because we use our collective industry know-how to always push ourselves, our clients, and our programs to be the best they can be. Heart because we are always gracious with our time, our collaboration, and with one another. And Hustle because we have grit, tenacity, perseverance, and a proven track record of meeting and exceeding goals—every person, in every role, for our company and our clients.
Sound like the right fit? Your tomorrow looks bright at Ubiquity.
Your Role:
Summary
Participate collaborating with the other IT teams in department wide projects. Follow team schedules and ensure that support coverage and on-call schedules are defined and communicated accordingly. Ensure all of the team's tickets are handled within the established SLAs.
Job Responsibility
- Complete detailed information on requests to technical assistance, steps taken to resolve them, and the specific dates/individuals involved
- Act as the escalation for all computer and system related concerns from clients or other employees that cannot be resolved by the Service Desk.
- Organize and file documentation pertaining to warranties and instructional guides for computer hardware.
- Maintain a working log detailed all required system updates, as well as the date of completion
- Attend in-person meetings with clients to analyze, troubleshoot and diagnose hardware problems.
- Resolve technical issues related to network interruptions Install and configure computer systems and applications within the company
Skills and Qualification
- 1 year of relevant functional experience in similar roles
- Exceptional customer-facing skills
- High school Diploma, currently studying something related to IT field
- Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
- Comfortable working in and assisting others through company help desk software, in addition to other remote access desktop programs
- Accept constructive criticism and customer feedback regarding their experience with software or IT services Good experience working with different operating systems including Windows and Mac OS
- Ability to prioritize and manage several milestones and projects efficiently
- Professional written and interpersonal skills are essential when communicating with customers and clients
- Strong Written and Spoken Business English and a strong native speaker in the Geo you will support (Spanish,/Engli)
What we do.
Recognized as the #1 CX provider for disruptors and innovators across financial services, healthcare, and e-commerce, Ubiquity was founded on the belief that our clients and their customers deserve better. Headquartered in New York City with delivery locations in Europe, Asia, and the Americas, Ubiquity provides multilingual, end-to-end solutions for customer experience management, back-office/risk operations, and business transformation.
Come as U are, because U Matter at Ubiquity.
We’re committed to creating an inclusive employee experience for all. Regardless of race, gender, religion, sexual orientation, age, or disability, we believe that we’re at our best when everyone can contribute their ideas and feels free to be their most authentic self.
