Customer Experience

3 weeks ago


Arlington, United States Grant Thornton LLP (US) Full time

The goal of the Customer Experience Associate (CX Associate) is to ensure Grant Thornton employees receive a high level of support in a timely fashion in a fast-paced environment. Grant Thornton employees are fully billable and require near 100% laptop uptime. The CX Associate is the first on-site responder and starts our Customer’s Experience journey. They will provide an enhanced level of hands on and remote support for a specific office or offices. Working in conjunction with our Customer Experience team to ensure 100% uptime and a positive customer experience.

Essential Job Functions:

  • Each CX Associate is responsible for providing enhanced IT customer support their assigned offices, including in-office “walk-ups”
  • Helping customers manage software installations and hardware repair
  • Guiding customers on troubleshooting issues
  • Technical knowledge regarding GT’s applications and services
  • Own issues and bring them to resolution as quickly as possible while providing proactive updates
  • Strong communication skills
  • Knowledge of escalation path when troubleshooting complex laptop issues for quick resolution
  • Participate in MIM calls for their offices of support to assist with gathering information, troubleshooting and testing of solutions
  • Troubleshoot issues in a Windows 10, Office 365 and SharePoint environment
  • Utilize remote support tools in support of dispatch offices where a technician is not always on site
  • Finding solutions from previous cases using the Knowledge Base
  • Communicate knowledge gaps in issue resolution
  • Ensure tickets are properly updated and asset management system is properly updated
  • Participates in testing of images and software deployments at the Pilot level ensuring documentation is accurate
  • Assists with events in-offices or conferences
  • Provide on-site support for client meetings
  • Weekly maintenance of on-site printers, access points, conference room technology, MDF closets and phone equipment
  • Maintenance of on-site IT space and routinely monitor inventory stock
  • Provide concise and detailed information on issues when escalating to other groups or Customer Experience leaders for assistance
  • Be proactive in taking ownership of tasks and managing them through completion and knowing when to ask for help
  • Flexibility to learn new technologies and quickly adapt
  • Other duties as assigned

Basic Qualifications:

  • College degree or equivalent combination of education and experience
  • Prior experience with end user services, information technology or related field
  • 1 to 3 years of experience in field service support working with technology industry

Other Qualifications:

  • Strong knowledge of Windows Operating systems
  • Strong Knowledge of Office products
  • Knowledge of Remedy or ServiceNow ticket systems
  • Established laptop hardware experience
  • Understanding of mobile devices calendar and mail support for iOS and Android
  • Basic analytical and problem-solving skills
  • Experience working with printers, copiers, faxes, video conferencing, and other multimedia technology
  • Strong interpersonal skills to interact with clients and team members
  • Strong organizational skills
  • Strong communication skills
  • Ability to work independently but also in a team environment



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