Support Specialist

4 weeks ago


hickory, United States The Ōnin Group Full time

Are you a multitasker that enjoys problem-solving? Would you be described as someone who is always willing to help out? Do you have high standards for accuracy and follow-through? If you answered yes, then the National Support Specialist is the role for you As an entry-level position, our team will help train and introduce you to the dynamic and quickly evolving technology industry.


What You Will Be Doing:

Our National Support Specialists are the daily point of contact for our clients and technicians on support tickets. As part of the Support team, you will work on move-add-changes, troubleshooting, and break-fix tickets nationwide. Your primary focus is to schedule technicians, deliver red carpet service to clients, help resolve issues in the field, and close out tickets in a timely manner.


Duties and Responsibilities:

  • Coordinate and communicate between clients and technicians.
  • Ensure all support services are scheduled and closed in a timely manner.
  • Prioritize client satisfaction and deliver superior customer service.
  • Provide estimates for small to medium size projects.
  • Manage activities coordinate between our field technicians, on-site contacts, and clients.
  • Work effectively with other parts of the organization to address and resolve customer issues.
  • Update and maintain CRM/project management software with project status updates.


Key Qualifications

  • Associate degree preferred or equivalent work experience


Preferred technical knowledge of one or more of the following

  • Networking
  • Access Control
  • CCTV
  • Low Voltage cabling
  • Wireless networks
  • AV Systems
  • Intrusion detection systems


Qualities of Candidates that would be successful in this role:

  • Doer - Someone who enjoys crossing tasks off their to-do list and solving problems
  • Customer Obsessed - Someone who operates with a sense of urgency keeps client satisfaction top of mind
  • Organized - Someone who enjoys being organized
  • Communicative - Someone who exhibits great written and verbal communication skills


Benefits:

  • KPV (key performance variables) Based Bonus plan for high performers
  • 100% Paid Medical and Dental
  • Up to dollar-for-dollar 401k matching (you are eligible for this after your 90-day waiting period)
  • 15 days of PTO in your first two years and more with tenure
  • Family 1st moto and belief
  • Promotions and room for growth within


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