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Technical Support Specialist

2 months ago

San Diego, California, United States Planet Technology Full time

Job Summary:

We are seeking a highly skilled and motivated Technical Support Specialist to join our team at Planet Technology. As a key member of our End User Services team, you will be responsible for providing exceptional support to our users through various communication channels.

Key Responsibilities:

  • Service Management: Effectively manage the Service Management queues in accordance with priority and commitment, ensuring timely resolution of issues.
  • Team Collaboration: Work collaboratively with the global End User Services team to ensure efficient support for our users.
  • Communication: Provide professional and well-presented support to our users through various communication channels, including email, phone, and in-person interactions.
  • Problem-Solving: Deliver exceptional results by effectively handling one's personal workload and collaborating with the End User Services Team to resolve complex issues.
  • Adherence to Policies: Adhere to Global Information Services policies and procedures, supporting the business through best practices and great customer service.
  • Cross-Functional Collaboration: Engage in cross-functional collaboration, working with the wider Global Information Services organization to support the business and organizational changes.
  • Knowledge Sharing: Maintain an open mindset when it comes to sharing knowledge and offering guidance to both new and existing junior members of the End User Services team.
  • After-Hours Support: Occasional requirement for after-hours support as needed, with a shared burden and low volume expected.

Qualifications:

  • Education: Bachelor's degree from an accredited college or university or equivalent work experience.
  • ITIL Experience: Experience working in an ITIL environment.
  • Ticketing Software: ServiceNow or other ticketing software experience.
  • Operating Systems: Knowledge of Windows, macOS, iOS, and Android operating systems.
  • Communication Skills: The ability to multitask, effectively determine priorities, and meet SLA's.
  • Adaptability: Clear and adaptive communication style, enthusiasm to learn new skills, and an ability to adapt to change.
  • Customer Service: Excellent customer service approach.
  • VIP Support: Experience supporting Company Executives directly (VIP/white glove support).
  • Documentation: Creation of support documentation, guides, and manuals.
  • Certifications: Certifications (some flexibility here), such as CompTIA A+, ITIL 4 Certification.