Vacancy expired!
Our client in the Atlanta/Gwinnett area is actively looking for several Technical Support Specialists for Contract-to-Hire opportunities
The Technical Support Generalist is a critical part of the support team, responsible for supporting our client's customer base to ensure customers receive an exceptional level of service from the client and that their issues are resolved quickly. This team member will identify opportunities for continuous improvement and ways to improve the customer experience of our clients. The Customer Support department is responsible for support, analysis and troubleshooting to resolve technical customer issues via multiple channels, including voice, email, etc. What You'll Be Doing- Deliver technical support and application problem resolution to end users via phone, email, and web portal. Interact with customer to provide and process information in response to inquiries, concerns and requests about products and services.
- Diagnose, troubleshoot, repair and debug complex computer systems and software
- Proficiently and accurately document case communications within our ticketing system.
- Apply applicable troubleshooting methodology to resolve customer issues, as well as escalating customer issues as required to more quickly collapse issues to reach resolution for our customers.
- Adhere to current processes and procedures, but also provide feedback and suggestions to continuously improve the customer experience.
- Respond to feedback given for professional growth and development, incorporating suggestions and learning opportunities to improve skills and execution.
- Maintain a high level of accountability over customer issues, while striving to exceed service level standards. Provide regular case updates to customers and internal stakeholders with clear communication according to defined Case management Best Practices .
- High school diploma and willingness to learn through on-the-job training for application specific teaching.
- College degree in Business Administration, business application areas, Computer Science, or a related field desired but not required.
- 2+ years relevant work experience supporting customers in a technical environment
- Understanding of Windows, PCs, SQL, Networks and network troubleshooting skills using various applications such as wireshark; OS platforms, databases, telephony, and software applications. XML, API desired but not required.
- SaaS model and applications a plus.
- Demonstrated ability to learn complex software tools quickly
Vacancy expired!