Job Details

ID #46156506
State Utah
City Salt lake city
Job type Contract
Salary USD TBD TBD
Source Software Guidance & Assistance
Showed 2022-10-02
Date 2022-10-01
Deadline 2022-11-29
Category Et cetera
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IT Client Support Services Agent

Utah, Salt lake city, 84101 Salt lake city USA

Vacancy expired!

Software Guidance & Assistance, Inc., (SGA), is searching for a Client Response Services Agent for a Contract assignment with one of our premier Financial Services clients in Salt Lake City, UT. Responsibilities :

  • Address end user queries and issues via phone, e-mail and chat support.
  • Provide world class quality of service to end users throughout the resolution process.
  • Engage engineering teams and product owners to assist with troubleshooting as needed.
  • Perform 'cradle to grave' ownership of all issues reported to the helpdesk by providing timely updates to end users and by constantly following up with escalation teams until the issue is resolved.
  • Demonstrate excellent ticket hygiene by selecting appropriate product categories, keeping detailed ticket notes, managing ticket backlog, etc.
  • Maintain effective documentation by regularly reviewing and updating knowledgebase content.
  • Take a proactive approach in analyzing current practices to identify areas for improvement and make suggestions for more efficient and strategic solutions.
  • Be willing to learn and develop subject matter expertise in the systems and products we support, such as Messaging (Exchange, Lync, Proofpoint), SharePoint, Mac, Unix, Voice, Mobile and others.
Required Skills:
  • Minimum two years of experience working in the technical support field in an enterprise environment, preferably with phone support experience.
  • Sound technical knowledge, troubleshooting skills and support experience with the following:
    • Microsoft Windows platform (Windows 7, 10)
    • Networking, LAN , WAN, corporate enterprise domain infrastructure environment
    • Windows desktop and server operating system
    • Microsoft Active Directory
    • Microsoft Outlook
  • Good understanding of the Microsoft Office products such as Word, Excel and Power Point.
  • Basic conceptual knowledge of Citrix/VMware/VDI/Virtualization.
  • Ability to perform Mobile OS (iOS/Android) application troubleshooting.
  • Team player mentality, collaborative, self-learner and self-motivated.
  • Good understanding of English and good communication skills are a must.
  • Strong customer service skills and focus on ownership throughout the resolution process.
  • Flexibility to occasionally work any 24x7 shift to accommodate BCP or other business impacting events.
  • For our Asia language support team, hours of operation would match with region of support based on language spoken.
  • High school diploma required

Preferred Skills:
  • Three to five years of experience working in the technical support field in an enterprise environment.
  • Exposure to a global multi-cultural environment.
  • For our Asia language support, strong verbal and email/chat proficiency in Japanese, Mandarin or Korean.
  • Experience using and supporting Microsoft Exchange in an enterprise environment.
  • Advanced proficiency supporting Microsoft Outlook and other Microsoft Office products.
  • Experience supporting Microsoft SharePoint.
  • Experience supporting Macs and OSX.
  • Proficiency in Unix command line.
  • Experience supporting voice infrastructure such as Cisco Call Manager, Avaya PBX, Avaya Meeting Exchange, or other enterprise voice systems (less common: BT or IPC turret phone systems).
  • College degree preferred
SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at https://sgainc.com . EEO Employer: Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status.

Vacancy expired!

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