Support Specialist, Level II

Creative Realities Inc • Louisville, KY

5d • Onsite

About The Position

The Support Specialist Level II Specialist is responsible for the management and issue resolution of both hardware and software related incidents. The position will be responsible for generating, prioritizing, and processing tickets for technical support and service. The position will raise requests, perform advanced troubleshooting, identify root cause, and dispatch as required. This role will direct requests to Level III Support, PMO group, or to dispatched field service technicians, and notify appropriate parties for parts ordering. Additionally, the Support Level II Specialist will retain overall ownership of the fault report, unless relieved by senior staff.

The Support Specialist Level II Specialist will monitor actions, progress, SLAs, and perform proactive escalations when problems are identified. The position will also be required to provide certain administrative activities such as the review and quality control of tickets. Other admin activities may include customer information and documentation updates such as Customer Service Manuals and customer contact lists, based on information provided to us. In addition, the Support Level II Specialist is responsible for receipt and ownership of customer service requests, administration of tickets within the service management system and monitoring of field and logistics requirements.

Requirements

• 2+ years of previous experience in a helpdesk/call center environment with IT industry experience preferred
• Diploma or equivalent required.
• Knowledge of various operating systems and basic IT terminology; Window, iOS, Linux and more
• Familiarity with Microsoft Office applications (Word, Excel, Outlook)
• Comfortable with multi-line phone systems, familiarity with ticket management and/or CRM system preferred
• Computer knowledge and familiarity with PC and Audio/Visual hardware and components are a must
• Networking and IT experience preferred
• Excellent customer service skills required
• Strong verbal and written communication skills
• Well-organized and able to multi-task
• Interpersonal skills and willingness to work in a team environment

Responsibilities

• Resolves escalated issues from Support Level I Specialists
• Inbound call and e-mail answering in which clients report issues, answering calls within contracted SLA and company standards
• Service ticket generation
• Remote troubleshooting of client systems, standard script will be provided for troubleshooting/call routing
• Closing and completing service tasks, recording all details on completed service orders
• Maintaining communication with client throughout service process
• Escalation to Level III Support team
• Ensuring customer SLA is upheld
• Working with field service technicians for troubleshoot visits and installations ensures that all documentation/reporting deliverables are available to customers as required by the contract or SOW
• Contacting and working with vendors to assist with warranty claims and replacements
• Follow company billing process on service tickets for all approved quotes
• Ticket maintenance and reporting
• Must be capable of sitting for extended periods of time, reading computer screens
• May be required to lift up to 25 lbs.

Benefits

• Company paid individual portion of Medical, Dental, Life, Long and Short-Term Disability insurances
• access to participate in company Vision insurance and other voluntary benefit programs
• eligibility for a high-deductible health plan (HDHP) with HSA option, including HSA company contribution, FSA, DCFSA
• 401(k) program, including company paid match of up to 3% of annual salary
• paid time off and holiday pay

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED