GSD Global Support Tech Generalist, English with Japanese Required

The Church of Jesus Christ of Latter-day Saints • Riverton, UT

14d • Hybrid

About The Position

The Global Services Department purpose is to help others come unto Christ by serving members, leaders, and employees globally in a simple and efficient way. The Global Tech Support Generalist supports a wide range of desktops, laptops, tablets, smartphones, software, operating systems, and policies and procedures for The Church of Jesus Christ of Latter-day Saints. Serving as the initial point of contact, this role gathers and analyzes information about the user's issue to answer basic to intermediate questions about hardware, installation, operation, configuration, policies, procedures, and usage of assigned products to determine the best way to resolve their problem. The person in this role is expected to respond to customer inquiries in an accurate and timely manner using all forms of communication including phone, email, and electronic messages. This is a full-time (40-hour/week) position . Must be able to work the following days and time - It would be Monday- Friday 4:30 PM - 1:00 AM . Under current hybrid working arrangements, the person in this position may be required to work in our Salt Lake City office once a week (as designated by division) or more depending on business needs; therefore must live close. Hybrid working arrangements requires ongoing approval. Learn more about the GSD HERE !

Requirements

• High School Diploma or equivalent required
• 0 to 2 years previous computer technical support
• Fluency in reading, writing, and speaking both English and Japanese required.
• Strong knowledge of computer hardware, Church meetinghouse technology, network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, VPN software, supporting remote users
• Understanding of Active Directory to unlock and reset passwords
• Proficient with troubleshooting all Windows Operating systems
• Ability to communicate clearly and professionally, both verbally and in writing
• Outstanding customer skills, with the ability to empathize and professionally troubleshoot and resolve customer issues
• Must be able to work Monday-Friday 4:30 PM to 1:00 AM
• Although this is a hybrid position, must live close to the office based in Riverton, UT USA

Nice To Haves

• Associate degree or technical institute degree/certificate in Computer Science or Information Systems preferred

Responsibilities

• Acts as initial point of contact for customers via telephone, email, or live chat to provide technical support of hardware, systems, sub-systems, applications and/or policies and procedures
• Provides technical support of hardware, systems, sub-systems and/or applications
• Assists with navigating around application menus, may be required to remote into customer's computer
• Troubleshoot network connectivity issues, working with remote employees on a corporate or Local Unit network
• Develops and sustains a productive customer relationship, making the customer and their needs a primary focus
• Offers alternative solutions where appropriate
• Records all customer contact information in CRM system
• Escalates more complex problems to the Global Tech Support Specialist when appropriate
• Performs work under general supervision

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees