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Customer Support Operations Specialist

2 months ago

Orlando, Florida, United States Just Write Inc Full time
Job Overview

General Purpose

The individual will oversee the daily functions of the Service Center, ensuring efficient customer support and effective problem resolution related to various information systems applications, hardware, network, and telecommunication services. This role operates under the guidance of the Support Center Supervisor or their designated representative, with performance assessed based on precision, productivity, and attainment of expected outcomes.

Key Responsibilities

  • Deliver assistance and direction for complex technical inquiries.
  • Investigate intricate issues related to voice and data communication networks.
  • Collaborate with internal support teams and external vendors to address and resolve challenges.
  • Contribute to the development, revision, and upkeep of Service Center protocols and knowledge resources.
  • Provide mentorship and training to junior Service Center staff.
  • Adhere to policies to guarantee compatibility and high-quality service for all users.
  • Perform additional related tasks as necessary.

Essential Qualifications

A minimum of an Associate's Degree in Computer Science or a closely related discipline, accompanied by at least one year of experience in customer service within a technical support environment. Relevant customer service experience may be considered in lieu of formal education on a year-for-year basis.

Effective communication skills are required for both technical and non-technical matters. A strong proficiency in all Microsoft Office applications is essential.

Work Environment

The Information Systems & Services department supports a substantial number of desktop workstations, utilizing a variety of software including the latest versions of Microsoft Office Suite, Microsoft Exchange, and various productivity and business applications.

Technical Skills and Tools

  • Programming Languages: SQL, MicroFocus Cobol, PHP, IBI-WebFocus, Oracle SQL, PeopleTools, Peoplecode, SQR, Business Objects, Crystal Reports, XML, HTML, JAVA, .NET, C#, ESRI Suite, PowerShell Scripting.
  • Database Management: Proficiency in Oracle and MS SQL Server.
  • Operating Systems: Familiarity with UNIX (AIX), LINUX (Redhat), Microsoft Windows, and Microsoft Server.
  • Networking: Knowledge of TCP/IP, Cisco IOS, and various Cisco and Juniper networking equipment.
  • Email Systems: Experience with Microsoft Exchange.
  • Hardware: Understanding of IBM servers, Cisco and Dell platforms, and storage solutions.
  • Applications: Experience with various business applications including HRMS, Inventory, and GIS.
  • Mobile Technology: Familiarity with Android and Apple mobile devices.