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Senior Client Services Specialist

2 months ago

Coffeyville, United States Total Energies Full time
Candidate Profile

Preferred Education & Experience:
  • Bachelor's degree or equivalent professional experience.
  • At least 5 years of experience in user support services.
  • Strong customer service focus, exceptional written and verbal communication skills, capable of managing multiple tasks, and collaborating effectively with others.
  • In-depth knowledge of PC hardware, imaging software, Microsoft and Linux operating systems, office automation tools (SCCM), productivity applications, file/folder security, Active Directory management, networking fundamentals, and O365 applications (TEAMS, Outlook, OneDrive, SharePoint, PowerBI, PowerApps, Forms).
  • Proficient in English, with additional Spanish and/or French language skills considered advantageous.
Essential Skills:
  • Robust analytical, evaluative, and problem-solving abilities.
  • Capacity to work autonomously as well as collaboratively within a team.
  • Self-motivated with the ability to operate with minimal supervision and handle multiple priorities.
  • Customer service driven, with excellent communication skills and teamwork capabilities.
  • Proficient in troubleshooting Dell hardware (laptops, desktops, docking stations, monitors), mobile device setups, printers, and other necessary equipment.
  • Adept at diagnosing complex issues related to hardware, networks, Active Directory, security, and user applications, with the ability to document and escalate as needed.
Key Responsibilities
  • Deliver 1st, 2nd, and 3rd level technical support to end users by certifying, installing, and maintaining desktops, laptops, related peripherals, mobile devices, TOIP phones, video conferencing systems, corporate standard software, and specific business applications; ensuring compliance with corporate standards.
  • Manage and process tickets for Client Service Incident and Service Request resolutions to meet customer expectations for resolution, escalation, and reporting.
  • Provide training and support to end users regarding the use of standard hardware and software, as well as relevant policies and security measures.
  • Ensure adherence to all incident management, service request, and change management processes within established timelines to meet departmental requirements.
  • Advise fellow support staff on challenging problems or issues; assist in resolving them and escalate to other IT teams as necessary.
  • Engage with global teams, particularly Mobility, Security, SCCM, and Workstation teams, to ensure alignment in the implementation and communication of global standards, processes, services, and solutions.
  • Implement software installation packages, security updates, and application patches using both automated and manual methods as required.
  • Lead and contribute to cross-functional projects that may involve complex tasks and require intricate troubleshooting; solutions must be practical and align with business objectives.
  • Maintain and oversee inventories of end-user hardware and software to ensure they are current, accurate, and reportable.
  • Develop and enhance processes to improve the efficiency of IT service delivery and support business operations.
  • Work independently on technical issues with minimal guidance.
  • Possess a solid understanding of cybersecurity, applications (both on-premise and cloud), and server/network infrastructures.
  • Achieve a 95% customer satisfaction rate for standard users and 100% for VIP users.
  • Develop and maintain PowerBI reports that enhance service delivery and provide key performance indicators to the business.
  • Support video conferencing services, including the installation and decommissioning of hardware.
  • Assist with voice services, ensuring the deployment of physical phones and the functionality of TEAMS telephone lines.
  • Travel to locations without local IT support, collaborating closely with users to resolve both simple and complex issues, often in conjunction with IT personnel from other teams and regions.
  • Identify the need for specific PowerBI reports that assist the IT team or business in decision-making and task tracking.
  • Create PowerPoint presentations to support projects or cost-saving initiatives beneficial to the business or IT department.
  • Troubleshoot complex issues, involving necessary IT and business personnel for resolution.
Context & Environment

About TotalEnergies

TotalEnergies is a leading energy company dedicated to producing and marketing fuels, natural gas, and low-carbon electricity. With over 100,000 employees, we are committed to providing safer, more affordable, cleaner energy accessible to a broad audience. Operating in more than 130 countries, TotalEnergies aims to achieve carbon neutrality by 2050 or sooner. The U.S. Government is driving a significant transformation of the economy with ambitious goals to reduce greenhouse gas emissions by 50% by 2030 and achieve net-zero emissions by 2050.

What We Offer

TotalEnergies provides a comprehensive benefits package available to employees from day one. This includes generous paid time off, medical, dental, and vision coverage, health savings accounts with company contributions, flexible spending accounts, commuter benefits or paid parking, a 401(k) plan with employer matching, pension plans, life and accident insurance, generous parental leave, education assistance, fitness subsidies, and more.

TotalEnergies values diversity and is committed to Equal Employment Opportunity. All qualified applicants will be considered for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, protected veteran status, disability status, or any other category protected under applicable law. We are also dedicated to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans throughout the application process. All employment decisions, including hiring, promotion, discipline, or termination, will be based on merit, competence, performance, and business needs.

TotalEnergies believes that diversity and inclusion among our teammates are critical to our success as a global company, and we seek to recruit, develop, and retain the most talented individuals from a diverse candidate pool.

International Consideration

TotalEnergies regrets that it cannot sponsor employment visas or consider individuals on time-limited visa status for this position.