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- Provide first level support for inbound incidents and service requests from internal and external end users.
- Maintain end to end responsibility for customer support needs providing timely, reliable, and courteous service.
- Assist with the development and improvement of work instructions, procedures, standards, and documentation.
- Assist other Help Desk Analysts by acting as a touchpoint to hand off in depth issues before escalating out of the Level 1 support group.
- Mentor and assist with training other Help Desk Analysts.
- Maintain appropriate level of skills to handle incidents and requests in line with established service levels.
- Provide feedback of intelligence gained through customer interactions.
- Professionally respond to telephone calls, emails, chats, and voicemails for customer support.
- Must have a High School Diploma; Associate's or Bachelor's degree in Computer Science or similar preferred.
- Must have customer support experience; answering client phone calls and active listening; responding and adapting to different types of characters; multi-tasking, prioritizing, and managing time effectively.
- Exceptional attendance is a must.
- Innovative, team-oriented problem solver.
- Strong commitment to providing quality service.
- Excellent interpersonal, negotiation and communication (verbal and written) skills.
- Excellent organizational, time management, and follow through skills.
- Ability to manage multiple competing priorities.
- Unwavering commitment to providing customers with an exceptionally high quality experience.
- Experience in an IT environment and end-user support role working with Google Suite and Google Email.
- Experience remotely troubleshooting networking, server, and end user desktop incidents.
- Experience with incident management and service request processes.
- Technical writing experience preferred.
- Knowledge of legacy, existing, and new PC hardware and software technology preferred.