Customer Support Specialist
4 weeks ago
We are seeking a highly skilled and experienced Technical Support Specialist to join our eTeam team. As a Technical Support Specialist, you will be responsible for providing exceptional technical support to our clients, troubleshooting and resolving technical issues, and ensuring that our clients receive the highest level of service.
Key Responsibilities:
• Performs basic and moderately complex troubleshooting and repair activities, typically associated with an end-user environment, including but not limited to PCs, desktops, laptops, tablets, and printers.
• Provides support to client-identified VIPs
• Responds to change management requests, including installing new PC equipment, providing end-user desk-side support, and other related activities.
• Performs Install/Move/Add or Change (IMAC) activities.
• Performs all assigned desk-side support activities
• Displays outstanding technical and professional services skills at all times
• Meets established customer service satisfaction levels and other operational/customer service metrics as outlined in established guidelines
• Proactively communicates with the end user and service desk personnel regarding arrival times, repair time estimates, and the status of the repair
• Understands and follows all documented service operations policies and procedures.
Requirements:
• Typically requires technical school certification or equivalent of 2-4 years of relevant experience
• Maintain all required OEM Certifications as directed by Management
• Knowledge of relevant software and hardware systems
• Understanding of ITIL methodologies
• A+ certification is desired
• May require additional customer-specific certifications or training as required
Skills:
• Excellence in communication and customer-facing skills
• Strong oral, written, and interpersonal skills
• Ability to follow instructions and processes with minimal instruction
• Must own a basic repair kit
• Additional requirements may exist if the offer of employment is extended.
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