Expert Support Specialist

5 days ago


Raleigh, North Carolina, United States Pacer Group Full time
Job Overview

Pacer Group seeks a highly skilled Expert Support Specialist to join our team. In this role, you will provide advanced technical support to customers via phone, email, and tickets, working under general supervision of the management team.

Key Responsibilities
  • Provide consultation, elevated support, and/or advanced instruction to users of hardware, software, operating systems, telephony, unified communications, mainframe, identity management, networking, and other information technology based systems.
  • Research/analyze issues/problems and solicit relevant information from users to describe non-routine problems and resolve or escalate them to the next level.
  • Work closely with customers to understand their needs and provide tailored solutions.
Requirements

To be successful in this role, you will need:

  • Excellent customer service skills along with the ability to apply more advanced technical knowledge to independently work on routine and complex tasks.
  • Enhanced computer literacy is required, including proficiency in Microsoft Windows 7 & 10, Microsoft Office suite, O365, desktop hardware/software, network connectivity, network printing, email, smartphones, and web-based applications.
  • A strong understanding of call center environments and Service Desk roles.
  • Experience with ServiceNow is preferred, as well as HDI Support Center Analyst, ITILv3 Foundation A+ certification.
  • Effective communication skills (verbal and written), including proficient typing, grammar, and spelling skills.
Salary and Benefits

The estimated salary for this position is $55,000 - $70,000 per year, depending on experience. Pacer Group offers a comprehensive benefits package, including health insurance, retirement plan, paid time off, and opportunities for professional growth and development.

This position may be required to work weekends and holidays, as needed. If you are a motivated and detail-oriented individual with excellent technical skills, we encourage you to apply.


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