Client Services Support Specialist ll

Title: Client Services Support Specialist llLocation: San Jose, CA / RemoteDirect Hire

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Perform triage and resolution of alerts from monitoring systems.
• Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Maintain call center database by entering information.
• Update job knowledge by participating in educational opportunities.
• Enhance the organization's reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Provide support and guidance to level I personnel and assist in the troubleshooting process to support their professional development.

• 5+ years of experience supporting end-users and back-end systems (preferred: Microsoft, Cisco, SonicWall, HP, Ruckus, Citrix, Meraki, etc.)
• Entry Level Microsoft or CompTIA Certifications
• Experience working in a managed services or consulting environment (nice to have)
• Experience with ConnectWise or N-central (or similar)
• Experience with customer service principles and practices.
• Knowledge of call center technology.
• Proficient in relevant computer applications.
• Proficient in data entry and typing skills.
• Knowledge of administration and clerical processes.
• Strong communication and problem-solving skills.
• Demonstrated ability to support end-users while providing a superior customer service experience utilizing intermediate to advanced technical skills.

• Ability to move quickly while still maintaining attention to detail.
• Ability to remain calm and focused under pressure.