Field Service Specialist II - Plano
About The Position
The Field Service Specialist II role at Texas Health involves providing timely in-person and virtual customer assistance for Field Service requests and incidents. This position responds to customer incidents and requests for technical support for customers' computer systems, telephones, networks, and applications at applicable work-sites. The specialist will accurately log all customer interactions in the ITS ticketing system, demonstrate exceptional customer service by seeking opportunities to give educational feedback while assisting customers, and build and maintain key customer relationships through timely and effective resolution. The role requires utilizing processes, tools, and technology to perform the job effectively while continuing to refine and learn these when applicable.
Requirements
- H.S. Diploma or Equivalent Required
- 3 years experience in a computer related technical support or technical customer service role with various outsourcing and services offerings, pricing and delivery structures.
- Advanced troubleshooting skills and advanced technology expertise.
- Must have exceptional customer service skills.
- Application certification or proficiency when applicable
- Customer service management, project management, understanding of Microsoft networking computing environment, strong written and verbal communications, ability to liaise with entity with end users, IS staff and managers as well as vendor personnel and management.
- Experience managing vendor performance to contracted Service Level Agreements (SLAs).
Nice To Haves
- Associate degree Computer Science, Information Systems, Business, or related field.
Responsibilities
- Provide timely in-person and virtual customer assistance for Field Service requests and incidents
- Respond to customer incidents and requests for technical support for customers' computer systems, telephones, networks, and applications at applicable work-sites
- Accurately log all customer interactions in the ITS ticketing system.
- Demonstrate exceptional customer service by seeking opportunities to give educational feedback while assisting customers.
- Build and maintain key customer relationships with customers through timely and effective resolution
- Utilize processes, tools and technology to perform job effectively while continuing to refine and learn these when applicable
Benefits
- 401k
- PTO
- medical
- dental
- Paid Parental Leave
- flex spending
- tuition reimbursement
- student Loan forgiveness
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
