Client Response Services Representative

2 weeks ago

Draper, Utah, United States Spectraforce Technologies Full time
{"title": "Client Response Services Agent", "description": "Job Summary

Spectraforce Technologies is seeking a highly skilled Client Response Services Agent to join our team. As a key member of our internal technical support team, you will be responsible for providing world-class quality of service to end users through phone, email, and chat support.

Key Responsibilities
  • Address end-user queries and issues in a timely and professional manner.
  • Engage engineering teams and product owners to assist with troubleshooting as needed.
  • Perform 'cradle to grave' ownership of all issues reported to the helpdesk, providing timely updates to end users and following up with escalation teams until the issue is resolved.
  • Demonstrate excellent ticket hygiene by selecting appropriate product categories, keeping detailed ticket notes, and managing ticket backlogs.
  • Maintain effective documentation by regularly reviewing and updating knowledgebase content.
  • Take a proactive approach in analyzing current practices to identify areas for improvement and suggest more efficient and strategic solutions.
Requirements
  • Minimum two years of experience working in the technical support field in an enterprise environment, preferably with phone support experience.
  • Sound technical knowledge, troubleshooting skills, and support experience with Microsoft Windows platform, networking, LAN, WAN, corporate enterprise domain infrastructure environment, Windows desktop and server operating system, Microsoft Active Directory, and Microsoft Outlook.
  • Good understanding of Microsoft Office products, such as Word, Excel, and PowerPoint.
  • Basic conceptual knowledge of Citrix/VMware/VDI/Virtualization.
  • Ability to perform Mobile OS (iOS/Android) application troubleshooting.
  • Team player mentality, collaborative, self-learner, and self-motivated.
  • Good understanding of English and good communication skills are a must.
  • Strong customer service skills and focus on ownership throughout the resolution process.
  • Flexibility to occasionally work any 24x7 shift to accommodate BCP or other business impacting events.
Preferred Qualifications
  • Three to five years of experience working in the technical support field in an enterprise environment.
  • Exposure to a global multi-cultural environment.
  • For our Asia language support team, strong verbal and email/chat proficiency in Japanese, Mandarin, or Korean.
  • Experience using and supporting Microsoft Exchange in an enterprise environment.
  • Advanced proficiency supporting Microsoft Outlook and other Microsoft Office products.
  • Experience supporting Microsoft SharePoint.
  • Experience supporting Macs and OSX.
  • Proficiency in Unix command line.
  • Experience supporting voice infrastructure such as Cisco Call Manager, Avaya PBX, Avaya Meeting Exchange, or other enterprise voice systems.

Spectraforce Technologies is an equal opportunity employer and welcomes applications from diverse candidates.

", "lang_code": "en"}

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