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Technical Support Specialist
2 months ago
Contract Duration: 6 Months
Work Arrangement: Fully Remote
Location Requirement: Candidates must reside in NY or PA
Key Responsibilities:
- Provide front-line assistance for all IS customer incidents, requests, and issues.
- Analyze incidents and requests, resolving them directly or escalating to appropriate IS teams or vendors.
- Deliver exceptional customer service and technical support.
Position Duties:
- Respond promptly to incoming customer inquiries with a high level of service.
- Thoroughly analyze each incident, request, and problem.
- Provide immediate resolutions when possible; otherwise, escalate issues based on preliminary analysis.
- Gather necessary information to resolve customer issues effectively.
- Utilize ITSM tools to document interactions and troubleshooting steps.
- Create Knowledge Base articles for identified solutions.
- Foster strong working relationships with other IS teams to enhance collaboration.
- Support new team members and assist with Problem Management tasks.
- Adhere to IS Business Practices and be available for 24/7 support as required.
Qualifications:
- Minimum of 2 years in technical support and 2 years in customer service.
- Fundamental understanding of computer hardware and software principles.
- Strong customer service orientation and ability to multitask effectively.
- Excellent written and verbal communication skills, with a professional demeanor.
Education:
Technical certificate or Associate's degree in IT may be considered in lieu of experience.
Essential Skills:
- Password Reset
- Remote Support
- Ticketing System
- Troubleshooting
- Windows 7/10
- Office 2016
- ServiceNow
- Help Desk Support