IT Support Specialist - Encore Talent Solutions - Sharonville, OH, US | Dice.com

Encore Talent Solutions

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IT Support Specialist

Sharonville, OH, US • Posted 1 day ago • Updated 1 day ago

Full Time

No Travel Required

On-site

$20 - $25/hr

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Job Details

Skills

Technical Support
Documentation
Office 365

Summary

Summary

The Sr. CSA (Customer Support Associate) is a solution-oriented Support Associate with the enthusiasm, passion, and experience to be a pivotal member of the ONE# Team, responsible for being the voice of company Support Services and responsible for providing excellent customer service. This associate will be a part of our team that handles all One# help desk requests from internal customers via phone, email, live chat, or social media with areas of functional specialization based on operational needs. Key responsibilities include achieving established Key Performance Indicators (KPIs), managing more complex and escalated customer inquiries, mentoring junior members, and contributing to the development of best practices. Demonstrating patience and empathy, the Sr. CSA resolves customer issues promptly and ensures follow-up communication to enhance customer satisfaction. This associate is responsible for informing the One# team of new tasks, keeping the One# team on these tasks, and mentoring junior associates.

ESSENTIAL FUNCTIONS-

Strong phone skills
Responds promptly and efficiently to critical user issues and outages
Verify Pricing
POS support
Create, update, and continuously maintain knowledge base articles for the team.
Manage ticketing system templates and categories
Conduct research and source solutions to address complex customer needs effectively
Maintain a courteous and professional demeanor while collaborating effectively with all levels of management and team members to foster a positive work environment
Work with other departments to facilitate knowledge base articles to increase FCR
Categorize calls to aid in resolution or assist in tracking / trending
Determine areas of opportunities such as training
Work with the training department provide areas of opportunities to assist in training materials development
Meet or exceed standard call center KPI’s such as SLA’s, Customer Satisfaction, escalation, follow up.
Utilize the ticketing solution to capture issues for metrics and trending
Manage documentation processes effectively, including onboarding, training and mentoring junior associates on best practices for customer service and operational procedures
Conduct data manipulation, analysis, and generate reports to meet departmental needs, supporting strategic decision-making and operational improvements. (e.g. trend analysis, open tickets, ticket volume, etc.) Provide regular feedback to management regarding process improvement opportunities, resource requirements, and daily operational challenges to enhance departmental goals
Improve One# customer service associate training and development program, establishing and creating job aids, knowledge base articles, onboarding documentation.
Analyze and identify trends
Proactively collaborate with leadership and IT partners when outages are identified
Review calls and tickets, providing coaching to junior associates to ensure consistent agent performance
Provide ad hoc project support as needed
Assist with User Acceptance Testing (UAT)
Serve as the liaison between the help desk and IT Tier 3 teams
Provide excellent customer service and respond promptly to all inbound inquiries
Build a relationship with each customer, and/or store
Contribute to a cohesive team that works collaboratively to provide exceptional customer service within the department along with cross-functional departments
Provide regular feedback to ONE# Manager as to trends, process improvement needs, resource needs, and daily challenges in achieving department goals

KNOWLEDGE, SKILLS, AND ABILITIES:

Flexible in shift assignments and work environment
Ability to follow-up on tasks to completion with minimal supervision required
Data manipulation, analysis, and application to reports relevant to department needs
Proficient in Microsoft Office 365, including Outlook, as well as other relevant software programs and tools necessary for performing essential job functions
Minimum of 3 years of proven IT customer support experience as a strong performer in a similar administrative position
Preferred: Associate’s degree in computer science, network administration, or a related field; or equivalent industry-recognized IT certifications such as CompTIA A+, Network+, Security+, or Cisco CCNA.

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: 90932917
Position Id: 8827768
Posted 1 day ago

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