Customer Solutions Specialist

WSA Americas • Woodbridge Township, NJ

1d

About The Position

The Customer Solutions Specialist is the initial point of contact for end-user assistance requests received by phone or through the IT ticketing system. The role creates and allocates IT requests, handles Level 1 tickets, manages open tickets, and coordinates with vendors and internal IT staff to open, follow up on, and escalate trouble tickets. It also uses the ticketing and inventory management systems for communication and documentation, reports Service Desk analytics, follows procedures for purchasing supplies for end users and retail clinics, and maintains accurate records of new and retired assets. The position includes administrative duties and special projects assigned by IT management.

Requirements

• Excellent interpersonal and social skills.
• Flexibility and ability to adapt to changing priorities.
• Strong interest in learning new skills and technologies.
• Excellent customer service skills and a team-based work mindset.
• Patient and positive attitude.
• Advanced Microsoft Office skills, including O365, Word, Excel, PowerPoint, and Outlook.
• Willingness and ability to learn and use new computer programs and applications.
• Ability to work with close attention to detail and a high degree of accuracy in a fast-paced environment.
• Ability to follow procedures and respect confidentiality.
• Ability to communicate detailed or technical information clearly, accurately, and concisely.

Nice To Haves

• Previous IT support, administrative, or customer service work experience is preferred.
• Inventory management experience is a plus.

Responsibilities

• Serve as the initial point of contact for end-user assistance requests by phone and through the IT ticketing system.
• Create and allocate new IT requests.
• Work Level 1 ticket requests and manage open tickets.
• Communicate with vendors and internal IT staff to open, follow up on, and escalate trouble tickets.
• Use the ticketing and inventory management systems for communication and documentation.
• Report on Service Desk analytics.
• Follow standard procedures for purchasing supplies for end users and retail clinics as needed.
• Document and maintain an accurate inventory of new and retired assets.
• Perform administrative duties and special projects assigned by IT management.

Benefits

• Comprehensive benefits package
• Paid holidays and PTO policy
• 401(k) matching program
• Tuition reimbursement
• Employee, family, and friends hearing aid discount program
• Relocation assistance
• Service days
• Diversity, equity, and inclusion initiatives

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed