Support Center Specialist

The Support Center Specialist will provide customer service-oriented technical support to customers efficiently and accurately. You will have exceptional phone etiquette when interfacing with customers as the front liner, and you will solve basic and complex technical problems in all assigned areas for the organization. This includes providing support for requests made primarily over the phone but also via email. The role also requires assisting with IT projects and sharing resolutions with team members.

MUST be available to work Weekends, Holidays & Overtime

Proven ability in the following responsibilities:

• Provide first-level contact and convey resolutions to customer issues in an effective manner.
• Utilize excellent customer service skills and exceed customers expectations.
• Ensure proper recording, documentation, and closure in the ITSM system, Remedy preferred.
• Properly escalate unresolved incidents to the next level of support with a detailed description of the issue.
• Update customer data and produce activity reports for management.
• Respond to phone and e-mail inquiries that are placed to the Support Center, and directly interact with end-user customers to resolve local and network-related issues.
• Troubleshooting and diagnosing of hardware, software, and connectivity issues for end users.
• Work with other IT groups to roll out hardware and software upgrades; implement new equipment and services; assist with new product testing and special projects.
• Analyze and resolve moderately to complex PC hardware, software, system access, network, and other technical issues.
• Perform end-user operation/procedure training and/or documentation.
• Follow up with end users to ensure problems are resolved successfully and satisfactorily.
• Track the status of all ongoing issues and escalate to management as appropriate.
• Document and update written knowledge base policies and procedures.
• Be able to manage a heavy caseload and respond to user requests in a timely fashion.
• Work a flexible schedule; provide off-hours support on an on-call basis.
• Walk customers through the problem-solving process.
• Follow up with customers, provide feedback, and see problems through to resolution.
• Preserve and grow your knowledge of help desk procedures, products, and services.

Requirements:

• 3 Years of proven working experience in providing Help Desk support
• Maintain a high first-contact resolution percentage.
• 3 Years experience supporting and troubleshooting connectivity to networks.
• Working knowledge of ITSM system, remote control software, Windows 10/11, Office 365.
• Experience with remote support through Citrix, and VPN.
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Excellent customer service orientation and service
• Microsoft Certifications, A+, or other relevant IT Certifications.