Smart Desk Support Specialist

1 week ago

St Louis, Missouri, United States Spire Energy Full time
Job Title: Smart Desk Specialist

Spire Energy is seeking a highly skilled and customer-focused Smart Desk Specialist to join our team. As a Smart Desk Specialist, you will be responsible for providing exceptional customer service and technical support to our end-users.

Key Responsibilities:
  • Respond to phone calls and chat messages to provide Tier I support and customer service to users on software and hardware related issues.
  • Record all reported user issues in the Smart Desk tracking software and assign to the appropriate group for resolution.
  • Communicate planned and emergency Information Technology System maintenance and updates through postings on the company intranet.
  • Provide preliminary troubleshooting of PC hardware and software problems and work with end-users to analyze issues and guide them through diagnostic procedures to resolve the issue.
  • Collaborate with Tier II support to escalate complex user issues and identify opportunities for knowledge transfer to minimize future escalations.
  • Coordinate with Technical Writers and 3rd party Smart Desk representatives to ensure documentation is accurate and up to date.
  • Attend and participate in regular status meetings and provide input for continuous improvement of knowledge base, escalation processes, and user communication methods.
Requirements:
  • Bachelor's degree in business or computer science preferred, or equivalent work experience.
  • 1-3 years' experience working in customer service or help desk environment.
  • Knowledge of and ability to use Microsoft family of products, including Office, Windows Operating System, Microsoft Teams, SharePoint, SCCM, Visio, Project, and various workstation software.
  • Excellent customer service skills with the proven ability to build and establish a rapport with a diverse array of people.
  • Knowledge of the basic operation of personal computers, tablets, and multi-function devices which include printing, copying, scanning, and faxing functionality.
  • Knowledge of Networking technology as it relates to solving basic connectivity problems.
  • Strong customer service skills with a solution-oriented mindset.
  • Strong oral and written communication, interpersonal, and organizational skills.
  • Demonstrated reliability and efficiency in responding to calls and instant messages in a multi-channel environment.
Work Environment:

Spire Energy is a hybrid remote/in-office environment. Work is performed primarily during business hours, Monday-Friday, 7am-5pm with off-hours support rotation.

Spire Energy is an Affirmative Action and Equal Employment Opportunity employer. We are committed to providing equal employment opportunity in all areas, including but not limited to, recruitment, selection, training, education, compensation, benefits, promotion, job transfer, upgrading, separation, and recall regardless of the individual's race, color, sex, age, religion, national origin, genetics, sexual orientation, gender identity, disability, veteran status, and/or other protected categories under all Federal, State, and local laws.

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