Technical Support Specialist
1 month ago
Location: Onsite at Fremont, CA
Duration: 6 Months Contract on W2 (Possible Extension)
Key Responsibilities:- Troubleshoot or escalate issues as appropriate in a timely manner, ensuring clear and effective communication throughout the support cycle.
- Provide end-user assistance where required until the issue has been resolved.
- Ensure the highest levels of customer focus and collaborative working for incidents and problems that are presented and escalated.
- Utilize excellent customer service skills and ensure proper recording, documentation, and closure of trouble tickets.
- Drive internal communication and priority within the business and headquarters to ensure consistency across the EE Organization.
- Available to travel to other locations regionally to support offices and wider EE teams.
- Ability to provide engaging, informative, well-organized evidential feedback where required.
- Work proficiently with minimal daily guidance.
- Provide customer service expertise that is an example to the rest of your team in how to deliver customer-focused service and constantly drive improvements in the 'customer experience'.
- Experience in a technical support role in either a corporate or retail environment.
- Experience in support and troubleshooting Windows or Mac OS platforms (Max OSX 10.10+, Windows 8 or above) including mobile devices running Apple iOS & Android mobile operating systems.
- Experience setting up and configuring end-user desktop and laptop computer hardware, software, printers, phones, cell phones, and peripherals.
- Proven experience working with cloud-based platforms like Office 365 or Google Workspace.
- Experience working with a ticketing system such as Asana, Remedy, ServiceNow, or equivalent.
- Experience in new product/service releases and stay on the forefront of emerging industry practices.
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