Location: Austin, TX
Salary: $21.00 USD Hourly - $23.00 USD Hourly
Description:
Technical Support - Mid-level
Austin, TX 78758
Contract | 1+ Years
What you're good at:
Excellent customer service skills
Empathizing with the customer
Understanding and Practicing Emotional Intelligence (EQ)
Great oral and written communication skills
Having a friendly presence and helpful attitude; strong interpersonal skills and ability to work well with others
Demonstrating professional etiquette in the use of phones and chat
Communicating complex technical issues in an easy-to-understand manner to customers with minimal technical knowledge
Meeting or exceeding defined objectives and metrics (e.g.: talk time, wrap time, first contact resolution, chats per hour, quality assurance evaluations)
Multi-tasking and using organizational tools effectively in a constantly changing environment
Executing the defined Service Desk processes with a strong attention to detail
Receiving constructive feedback and demonstrating improvement
Being disciplined in adhering to schedules (sign-on, sign-off, break times, etc.)
Asking direct, relevant, and probing questions
Providing concise information and settings expectations
Responsibilities:
Diagnose and troubleshoot end user desktop application issues and provide appropriate solution
Ensure customer satisfaction through timely resolution of problems or escalation to a 2nd level team
Provide incident status updates to management and end-users per service level guidelines
Support and maintain effective relationships with users
Provide support for end user computing devices (PCs, laptops, printers, cell phones, and tablets)
Support end users in their use of applications such as Microsoft Office, CRM, VPN, Citrix, and MDM (mobile device management)
Perform account management and maintenance for various applications and systems (e.g., create or modify user accounts and permissions, perform password resets).
Communicate with customers at all levels of technical and non-technical skills sets
Follow all standard operating procedures (SOP) through the effective use of Knowledge management.
What you have
Required Experience:
3 - 5 years of experience working in a service desk or customer service environment
3 - 5 years of technical support experience
3 - 5 years of phone and/or chat support experience
Experience using ITSM platforms (SmartIT / Remedy, ServiceNow, Cherwell) and remote support tools (SCCM, Software Center, Client Center Configuration Manager, ADUC)
Working knowledge of PC technical support, systems administration, networking, Windows, macOS, iOS, and iPadOS
Bachelor's or Associates degree in Information Technology or a related field is a plus
CompTIA, ITIL, KCS, CSI and Microsoft certifications are a plus
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Contact:
This job and many more are available through The Judge Group. Please apply with us today!
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
- Dice Id: cxjudgpa
- Position Id: 1128127
- Posted 5 hours ago
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