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IT Operations Product Support Specialist

2 months ago

Knoxville, United States Cellular Sales Full time
Job DescriptionJob Description

Overview

IT Operations Product Support Specialist Tier 1

Classification
Non-Exempt

Reports to
IT Operations Product Support Manager

JOB DESCRIPTION

Summary/Objective
Act as customer advocate, triaging, and resolving issues and escalating support issues to appropriate personnel. Provides primary support of software and hardware Access Control solutions to company store locations. Works closely with 3rd Party Vendors on troubleshooting complicated support issues.

Essential Functions

  1. Answers, evaluates, and prioritizes service requests received via multiple service channels which can include ticketing system, email, phone, and in-person for users’ technology needs.
  2. Supports user problem resolutions with Product Support Staff Analyst to track and report recurring concerns with elevated customer service.
  3. Acts as a customer advocate, researching, troubleshooting, and pushing for thorough resolution of issues in a timely manner.
  4. Documents and summarizes interactions with end users accurately for tracking and reporting purposes.
  5. Records issues using standard ticketing system and maintains historical records for related problem documentation.
  6. Troubleshoots and supports proprietary software/hardware as well as third party software and applications.
  7. Works alongside other departments in MG for ordering hardware and coordinating additional support.
  8. Available to travel between headquarters’ main campus and other owned properties in addition to shipping distributors.
  9. Assists with communication and follow-up with end users related to ongoing open concerns/repairs.

Competencies

  1. Customer Service:
  2. Adaptability:
  3. Problem Solving: Having the ability to identify problems and issues of varying complexities and to find effective solutions with few guidelines.
  4. Results Orientation: Being persistent and showing perseverance on achieving concrete and tangible results out of personal responsibility; getting optimum results from situations and being ready to act and show tenacity in case of obstacles or resistance.
  5. Teamwork: Working as a productive member of a cohesive group toward a common goal and contributing to team development and effective team dynamics.
  6. Usage of Technical Expertise: Acquiring and applying technical and functional knowledge in one's own technological area of specialty.
  7. Written Communication: Expressing ideas and opinions clearly in properly structured, well-organized, and grammatically correct reports or documents; utilizing language and terminology.
  8. Oral Communication: Shaping and expressing ideas and information in an effective manner.
  9. Planning and Organizing: Setting priorities and defining actions, time, and resources needed to achieve predefined goals.

Supervisory Responsibility
This position has no supervisory responsibilities.

Work Environment
This job operates in a professional hybrid remote/office environment.

Physical Demands
Must be able to perform repetitious hand/eye movement. Must be able to sit for long periods of time. Must be able to stand for long periods of time. Must be able to drive. Must be able to climb on and use a ladder to install equipment.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Position Type/Expected Hours of Work
This is a full-time position. Days and hours of work are business hours. This position will have on-call responsibilities.

Travel
5 - 10%

Required Education and Experience

  1. High School diploma
  2. 1-year minimum verifiable technical remote support.

Preferred Education and Experience

  1. AS degree in technical field.
  2. Industry N+ / A+ / S+ certifications.
  3. Experience with automated door systems.
  4. Experience with Microsoft operating systems.
  5. Experience with Active Directory.

AAP/EEO Statement
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.