Technical Support Specialist

5 days ago

Richardson, Texas, United States Fujitsu Full time

Job Summary: We are seeking a highly skilled Technical Support Specialist to join our team at Fujitsu. As a Command Center Operations Agent, you will be responsible for facilitating the installation of new technology, services, and upgrades to existing technology and services in a retail environment.

Key Responsibilities:

  • Handle inbound and outbound calls at the Command Center, ensuring standard guidelines are followed.
  • Follow all Command Center project requirements and processes to correctly prioritize and action assigned tasks.
  • Update and provide status reports on assigned tasks or project activities.
  • Escalate issues appropriately and in a timely manner.

Requirements:

  • High School Diploma or equivalent.
  • Previous experience in a Retail focused Service Desk or Customer Service Center preferred but not required.
  • Experience or knowledge of basic networking (Switches, Firewall, IP Address, Pinging).
  • Experience using IT Service Management tools a plus.
  • Experience basic IT and retail hardware troubleshooting.

Desired Skills:

  • Basic technical knowledge of Windows based computers, networking, and retail hardware/devices (registers, pin pads, phones, printers, etc...).
  • Proficient in Microsoft Excel a plus.
  • Customer Service - able to establish and build rapport, active listening, and empathy with customers.
  • Communication - ability to communicate clearly with customers, colleagues, and managers.
  • Problem Solving - understands and resolves basic problems.
  • Time Management - ability to prioritize and complete assigned tasks daily.
  • Team Working - supports and collaborates with colleagues to ensure successful project completion.

Accountabilities:

  • Is familiar with the key components of the service(s) being supported.
  • Handles inbound and outbound calls at the Command Center and undertakes dialogue with the user (as necessary), ensuring standard Command Center guidelines are followed.
  • Follows all Command Center project requirements and processes to correctly prioritize and action assigned tasks.
  • Updates and provides status reports on assigned tasks or project activities.
  • Escalates issue appropriately and in a timely manner.

Performance Indicators:

  • Handle phone calls, emails, MS Team chat, and interaction with agreed timelines.
  • Perform all duties in accordance to required quality.
  • Participate in knowledge capture processes.
  • Correct use of escalation to Team Lead per project requirements or processes.

About Fujitsu: Fujitsu is a leading provider of IT and communications solutions. We are committed to delivering innovative solutions that meet the needs of our customers.

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