Technical Support Specialist
6 days ago
Ekman Associates, a management consulting firm specializing in business, digital, and technology strategy, seeks a Technical Support Specialist to join its team. The successful candidate will be responsible for providing exceptional support to customers using two critical tools: Amazon Connect (Contact Center) and BeyondTrust Remote Support (Remote Access).
Key Responsibilities:
- Fulfilling customer requests, troubleshooting issues, performing maintenance tasks, testing new features, and serving as a backup owner for the full portfolio of support tools used by Workplace Operations.
- Supporting routine operations for these tools and contributing to several new and ongoing initiatives, including configuring user administration for two new support tools, integrating APIs with AWS services, migrating to a cloud Identity Provider, redesigning call flows, and cleaning up queues to enhance the unified customer experience.
Requirements:
- Bachelor's degree in a relevant field or equivalent work experience.
- Strong communication skills and ability to work with individuals of varying technical proficiency.
- Expertise with AWS, Amazon Connect, or similar tools.
- Experience working with cloud contact center solutions, such as Amazon Connect.
- Familiarity with cloud computing environments and strong understanding of tools and interoperability within Amazon Web Services.
- Excellent communication skills, with the ability to work effectively with individuals of varying technical proficiency.
- A proactive mindset, passion for innovation, process improvement, and enhancing customer experiences.
- Knowledge of data governance and best practices in data management and cloud security.
- Experience working with technical platforms in an IT Service Desk environment.
- Familiarity with BeyondTrust Remote Support or similar remote desktop tools.
- Experience with ServiceNow as an IT service management platform.
- Interest in creating internal and customer-facing documentation and user guides.
Qualified candidates are encouraged to submit their resume for consideration. For more information about Ekman Associates, please visit our website at www.ekmanassociates.com. Estimated salary range: $80,000 - $110,000 per year.
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