Help Desk Support

1 week ago

Pittsburgh, Pennsylvania, United States Collabera Full time

Detailed Job Description:

Job Title:
 Technical Support Specialist

Duration:
 12 Months (Extension and Conversion will be based on performance)

Location:
 Pittsburgh, Pennsylvania Hybrid Role

Pay Rate:
$ /hr 

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, (paid time , paid sick and safe time , hours of paid vacation time, weeks of paid parental leave, paid holidays annually - AS Applicable)

Description:

  • The Solution support engineer is the face and voice of Business Network to our customers, building relationships in each interaction.

  • Specialists help our customers maximize the benefits of solutions to facilitate a global exchange of goods and services in the world's largest business-to-business trading community.

  • They use their expertise and collaborate with team members and customers across the globe to provide detailed solutions that exceed expectations.

Duties and Responsibilities

  • Provides inbound application and functional support for all relevant Business Network applications, both internally and externally, by way of chat, web form, and phone.

  • Resolves 80% of issues without escalation.

  • Respond to customer inquiries in a timely manner and within service level objectives.

  • Successfully documents all requests through the CRM system while adhering to all documented procedures.

  • Provides general assistance to other teams within the Global procurement teams.

  • Conducts all customer interactions in a manner that presents in a positive light. Specialists are required to be respectful, fair, gracious, and knowledgeable and to uphold the core values established by.

  • Ensures that individual performance meets or exceeds the department standards.

  • All other duties as assigned.

Basic Minimum Qualifications:

  • Bachelor's degree or 2-year Technical school degree preferred.

Preferred Qualifications:

  • Technical aptitude. Knowledge in computer hardware and software applications, along with experience using the Internet, and a general understanding of backend systems is useful

  • Minimum of 3 years of work experience preferred.

  • Customer focus and stress tolerance.

  • Superior communication and telephone skills.

  • Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.

  • Strong troubleshooting and problem-solving skills - thinking outside the box to better help customers in real time, but also promote proactive support to help deflect similar issues in the future

  • Candidate needs to be passionate about growing within a technical team - working with AI and understanding the tools used day to day

  • Ability to adapt support style to align with the technical capabilities of the customer.

  • Previous customer service experience strongly desired.

  • Fluency in another foreign language is a plus, but not required

  • Experience or education in working with individuals from diverse cultures preferred.

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