Senior Client Services Specialist

1 week ago

Coffeyville, United States Total Energies Full time
Candidate Profile

Preferred Education & Experience:
  • Bachelor's degree or equivalent professional experience.
  • At least 5 years of experience in user support services.
  • Strong customer service focus, exceptional written and verbal communication skills, ability to manage multiple tasks, and collaborate effectively.
  • In-depth knowledge of computer hardware, imaging software, Microsoft and Linux operating systems, office automation tools (SCCM), productivity applications, file/folder security, Active Directory management, networking fundamentals, and O365 applications (TEAMS, Outlook, OneDrive, SharePoint, PowerBI, PowerApps, Forms).
  • Proficient in English; proficiency in Spanish and/or French is advantageous.
Essential Skills:
  • Strong analytical, evaluation, and problem-solving abilities.
  • Capability to work autonomously and collaboratively.
  • Self-motivated with the ability to operate with minimal supervision and manage multiple priorities.
  • Customer service driven, with excellent communication skills and teamwork capabilities.
  • Ability to diagnose issues with Dell hardware (laptops, desktops, docking stations, monitors), mobile devices, printers, and other necessary equipment.
  • Proficient in troubleshooting complex problems related to hardware, networking, security, and user applications, with the ability to document and escalate as needed.
Key Responsibilities
  • Deliver 1st, 2nd, and 3rd level technical support to end users by certifying, installing, and maintaining desktops, laptops, peripherals, mobile devices, VOIP phones, video conferencing systems, corporate standard software, and specific business applications; ensure compliance with corporate standards.
  • Manage and process tickets for Client Service Incident and Service Request resolutions to meet customer expectations for resolution, escalation, and reporting.
  • Provide training and support to end users on the usage, policies, procedures, and security of standard hardware and software.
  • Ensure adherence to all incident, Service Request, and Change Management processes, communicating effectively to meet departmental requirements.
  • Advise support staff on challenging issues; assist in resolution; escalate to relevant IT teams as necessary.
  • Engage with global teams, particularly in Mobility, Security, SCCM, and Workstation areas, to ensure alignment in the implementation and communication of global standards, processes, services, and solutions.
  • Implement software installation packages, security updates, and application upgrades using both automated and manual methods as required.
  • Lead and participate in cross-functional projects that may involve complex tasks and require advanced troubleshooting; solutions must align with business objectives.
  • Maintain and oversee inventories of end-user hardware and software to ensure accuracy, currency, and reportability.
  • Develop and enhance processes to improve service delivery and support business efficiency.
  • Work independently on technical challenges with minimal guidance.
  • Possess a solid understanding of cybersecurity, applications (on-premise/cloud), and server/network infrastructures.
  • Achieve a 95% customer satisfaction rate for standard users and 100% for VIP users.
  • Develop and maintain PowerBI reports that enhance service delivery and provide key performance indicators to the business.
  • Support video conferencing needs, including the installation and decommissioning of hardware.
  • Assist with voice services, deploying physical phones and ensuring functionality of TEAMS telephone lines.
  • Travel to locations without local IT support, collaborating closely with users to resolve both simple and complex issues, occasionally working with IT personnel from other teams and regions.
  • Identify needs for specific PowerBI reports that assist the IT team or business in decision-making and task tracking.
  • Create presentations that support project efforts or cost-saving initiatives beneficial to the business or IT department.
  • Troubleshoot complex issues, involving necessary IT and business personnel for resolution.
Context & Environment

About TotalEnergies

TotalEnergies is a leading energy company focused on producing and marketing fuels, natural gas, and low-carbon electricity. With over 100,000 employees, we are dedicated to providing safer, more affordable, cleaner energy accessible to a broad audience. Operating in more than 130 countries, TotalEnergies aims for carbon neutrality by 2050 or sooner. The U.S. Government is driving a significant transformation of the economy with ambitious goals to reduce greenhouse gas emissions by 50% by 2030 and achieve net-zero emissions by 2050.

What We Offer

TotalEnergies provides a comprehensive benefits package available to employees from day one. This includes generous paid time off, medical, dental, and vision coverage, HSA with company contributions, health FSA, commuter benefits or paid parking, a 401(k) plan with employer matching, pension plan, life and accident insurance, generous parental leave, education assistance, fitness subsidies, and more.

TotalEnergies values diversity and is committed to Equal Employment Opportunity. All qualified applicants will be considered for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, protected veteran status, disability status, or any other category protected under applicable law. We are also dedicated to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans throughout the application process. All employment decisions, including hiring, promotion, discipline, or termination, will be based on merit, competence, performance, and business needs.

TotalEnergies believes that diversity and inclusion among our teammates are critical to our success as a global company, and we strive to recruit, develop, and retain the most talented individuals from a diverse candidate pool.

International Consideration

TotalEnergies regrets that it cannot sponsor employment visas or consider individuals on time-limited visa status for this position.

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