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Client Support Specialist

2 months ago

Austin, Texas, United States Whitehat Virtual Technologies Full time
Job Overview

Salary:
The Client Support Specialist plays a crucial role within the Service Desk Team, delivering exceptional support services to our clientele. This position is primarily client-facing, utilizing phone, email, and remote assistance tools, necessitating superior communication and customer service skills. The Technical Specialist is responsible for resolving issues related to workstations, servers, and networks, executing assigned project tasks, and escalating issues when necessary.

Members of the Service Desk Team engage with numerous networks and clients on a daily basis, requiring adaptability, multitasking abilities, and effective task prioritization.

This role involves a combination of remote ticket resolution and on-site support at client locations and our data center.

The ideal candidate must reside within a reasonable commuting distance.

Key Responsibilities

Client Engagement

  • Deliver prompt and courteous client service, ensuring internal and external communications are handled efficiently.
  • Focus on establishing and nurturing long-term relationships with clients and vendors.
  • Maintain high standards of client satisfaction and service perception.

IT Support Functions

  • Provide IT support services for client infrastructures, including core business applications.
  • Gain specific insights into client operations and the role of IT in their business.
  • Develop comprehensive knowledge of service offerings and their alignment with client needs.
  • Contribute to projects by fulfilling assigned responsibilities.
  • Perform additional technical duties as required.

Documentation and Reporting

  • Identify client needs and communicate them to the Service Manager.
  • Update documentation related to client configurations and processes.
  • Maintain regular communication with clients regarding technical support progress and notify them of any changes or expected outages.
  • Utilize active listening and client-care skills to identify potential issues.
  • Report client concerns or complaints to the Service Manager.
  • Respond to internal and external communications in a timely and professional manner.

Professional Development

  • Engage in self-paced training relevant to the team’s technologies.
  • Consistently pursue industry certifications.

Administrative Duties

  • Document all notes and time spent on service tickets accurately.
  • Record time worked on each ticket daily.
  • Submit timesheets weekly.

Qualifications

To excel in this role, candidates must demonstrate proficiency in the essential duties outlined. The following technical skills are essential:

Core Competencies

  • Ability to lift up to 50 lbs.
  • Valid driver's license and insurance.
  • Effective communication skills for interaction with end users both remotely and on-site.
  • Strong verbal and written communication skills, with the ability to translate technical jargon into understandable terms for non-technical clients.
  • Professional demeanor and business etiquette in all forms of communication.
  • Critical thinking and problem-solving capabilities.
  • Highly organized and detail-oriented.
  • Team-oriented mindset.

Technical Skills

  • Proficient in Windows workstation repair, maintenance, malware removal, and deployment.
  • Experience in configuring network settings on workstations.
  • Knowledge of RDP client support.
  • Familiarity with Citrix support.
  • Experience with Office 365 account and client support.
  • Server backup monitoring and maintenance skills.
  • Understanding of wireless connectivity for mobile devices and workstations.
  • Experience with mobile devices, including smartphones, tablets, and laptops.
  • Knowledge of Exchange mailbox administration.
  • Experience in Active Directory account creation and management.
  • Ability to map network drives and printers.
  • Skills in diagnosing network connectivity issues for workstations.

Education and Experience

  • CompTIA certifications are preferred.
  • Microsoft Technology Associate (MTA) certification is preferred.
  • Microsoft MCSA certification is preferred.