Customer Support Specialist

4 weeks ago


Arlington, Virginia, United States Paladin Consulting Full time
Job Title:
Customer Support Specialist

Job Summary:
We are seeking a highly skilled Customer Support Specialist to join our team at Paladin Consulting. As a key member of our support team, you will be responsible for providing exceptional customer service and technical support to our clients.

Responsibilities:
Respond to customer support requests in a timely and professional manner
Provide Tier I level support of Ricoh products and services, including operating system functionality, software installation and troubleshooting, and more
Escalate customer issues through the proper channels and clearly document support issues and all steps performed in the Customer Relationship Management ticketing system
Maintain professional customer service to clients and be held accountable for measurable objectives including average talk time, first call resolution, and interactions worked

Requirements:
High School diploma required
A+ certification is a plus
Microsoft Certification (MTA/MCSA) is a plus
Minimum two years of experience working in a customer service oriented field
Excellent Customer Service Skills and ability to provide consistently excellent customer service and professionalism
Excellent written and verbal communication skills
Ability to quickly assess situations to pinpoint the scope/source of technical issues in a fast paced environment
Must be dependable and able to work both individually and in a team environment
Must possess strong sense of ownership of client relationships
Possesses excellent time management and organizational skills
Must be flexible and able to adapt to change
Ability to Multi-task in fast paced environment
Basic troubleshooting of all currently supported Microsoft Operating Systems
Working knowledge of PC Hardware
Familiarity with networked environments; i.e. Active Directory, File and Printer Sharing, etc.
Basic navigation of common mobile device platforms (iOS, Android, etc)
Familiarity with common off the shelf applications (Microsoft Office, Adobe, etc.) and basic troubleshooting knowledge for those applications
Able to navigate and troubleshoot in a Mac OS environment is a plus


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