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Customer Support Specialist
2 months ago
We are seeking a highly skilled and customer-focused Customer Support Specialist to join our team at Altus Technology Solutions. As a key member of our Enterprise IT team, you will be responsible for providing top-notch technical support and service desk services to our clients.
Key Responsibilities- Provide first contact resolution for Tier 1 (Service Desk) and Tier 2 (Escalation) support via various communication channels.
- Record, categorize, prioritize, and respond to basic user and system issues, as well as resolve more complex user and system issues.
- Enter and track tickets for the requesting organization.
- Attend meetings that affect Help Desk Process and Procedures.
- Effectively communicate ticket follow-ups, system updates, improvements, and outages to the customer to ensure they are well informed of current status.
- Solve problems using documented Standard Operating Procedures (SOP).
- Provide support to IT systems, including day-to-day operations, monitoring, and problem resolution for all client/server/storage/network devices, etc.
- Provide support for the escalation and communication of status to agency management and global customers.
- A Security+ CE certification is required.
- 0-10 years of experience in a similar role.
- Able to prioritize and execute tasks in a high-pressure environment.
- Strong customer service skills and the ability to work in a team-oriented, collaborative environment.
- Sensitive to unique dialects as our customers may speak English as a second language.
- Availability to work weekends and holidays.
- Will to work mid-shift from 11pm-7am, Tuesday-Saturday.
Altus Technology Solutions is a leading provider of information technology and engineering consulting and services. We are committed to delivering top-quality, performance-driven services and solutions to our clients. Our team of certified professionals is dedicated to providing exceptional support and service to our clients.
BenefitsWe offer a competitive compensation package, comprehensive Health and Wellness programs, Income Protection, generous Paid Leave, and Retirement plans. We are committed to providing equal employment opportunities to all persons regardless of protected statuses.
