IT Support Specialist

24 Hour Fitness

About The Position

The IT Support Specialist is the first level support role providing professional technical support and exceptional customer service to club and corporate Team Members. This position is responsible for collecting information through a customer conversation, accessing support tools, and connecting with additional support staff to implement solutions to solve technical problems or escalate them to the appropriate department for resolution.

Requirements

Demonstrates ability and desire to learn technology, terminology, customer support processes and techniques.
Strong detail orientation to properly follow procedures and accurately enter data.
Ability to ask probing questions and solve problems.
Competency in Microsoft Office Suite, including Word, Excel and Outlook.
Ability to speak and write effectively.
Demonstrate neat and organized work habits.
Proficient typing and data entry skills.
Must be a self-starter, motivated to excel, and willing to adapt.
Must be self-motivated with extremely high levels of ethics and integrity.
Ability to build rapport with Team Members rapidly and follow-up when further resolution is required.
Available to work occasional to frequent overtime.
Available to work a rotating schedule.
High School Diploma or equivalent (General Educational Development) or commensurate training and relevant experience in information technology or customer service may be substituted for the minimum education level qualification.
Customer service orientation and/or prior customer service training.
1+ year work experience in customer service.
The employee must occasionally lift and/or move up to 40 pounds.
Normal day to day business operations including using a keyboard, walking, bending and reaching.
Occasional travel required for meetings and club visits.

Nice To Haves

Competency in call center tracking tools.
Demonstrates problem solving skills, computer skills and attention to details.
Demonstrates working knowledge with Windows Operating Systems and Apple Operating Systems X and iOS.
Demonstrates working knowledge and training in networking, computer hardware, internet, client/server, thin client, and troubleshooting software applications issues for escalation.
Experience with network and stand-alone printers, routers, switches, modems, laptops, desktops, mobile devices, personal computer peripherals.
Working knowledge or experience using an Automatic Call Distributor phone system.
Working knowledge of Remedy Information Technology Service Management Suite.
Bachelor's degree.
Computing Technology Industry Association (CompTIA) A+ Certification.
Cisco Certified Network Associate (CCNA).
Helpdesk related training courses.
2+ years of experience of exceptional customer service.
2+ years experience in a technical call center.
2 + years of extensive hands on technical experience or training.
Experience supporting customers in use of application software.
Experience with Windows Operating Systems and Apple Operating Systems X and iOS.

Responsibilities

Provide technical assistance and support for incoming inquiries and issues related to computer systems, company processes, software, and hardware.
Respond to inquiries over phone or via email messages for Team Members seeking help.
Ask probing questions to determine the nature of problem and walk the Team Member through problem resolution.
Answer incoming telephone calls and emails, place outgoing calls and emails, and then document all interactions via ticketing software.
Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
Assist Team Members who are locked out of computer systems.
Respond to inquiries, run diagnostic programs, isolate problems, determine and implement a solution.
Escalate critical issues or outages properly and in accordance with Service Desk policies and procedures.
Follow-up with Team Members to ensure the issue has been resolved.
Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
Ensure the end-to-end customer experience is exceptional and provide a single point-of-contact for problem resolution.
Ensure that all Service Level Agreements are met or exceeded, including Average Speed of Answer, First Call Resolutions and timely response to aging tickets.
Research, develop and complete special projects, either assigned or approved.
Participate in training for Service Desk/Call Center best practices, customer service and communication skills.
Research, understand, participate and contribute to the goals and mission of the Information Technology Support Service Department.
Perform other duties as assigned.