Support Specialist-Tech, Seasonal
About The Position
The Support Specialist serves as a single point of contact for technical support for internal and/or external customers across the enterprise, acting as a liaison among customers, Technology Services functional areas, management, support groups, and business units. The role uses software solutions, knowledge bases, personal expertise, and computer systems to resolve and track user incidents. It owns customer requests and concerns through end-to-end resolution, monitors requests closely, communicates with customers, and delivers timely solutions. Day-to-day work includes providing support by phone, email, and chat; interpreting customer needs and troubleshooting issues; remotely controlling desktops to resolve technical problems; following established procedures to handle inquiries and concerns; managing communications using incident-handling, escalation, quality-measurement procedures, and work instructions; documenting and tracking customer contacts; adapting to changing demands and processes; and maintaining working knowledge of supported products. Other duties may be assigned.
Requirements
- High school diploma or equivalent.
- At least 1 year of related work experience.
Responsibilities
- Provide technical support to internal and external customers by phone, email, and chat.
- Interpret customer needs and use software solutions, personal knowledge, and troubleshooting skills to identify possible resolutions.
- Remote-control desktops to resolve technical issues.
- Follow established procedures to handle inquiries and resolve concerns to ensure customer satisfaction.
- Handle customer communications using incident-handling, escalation, quality-measurement procedures, and work instructions.
- Use software solutions and computer systems to accurately document and track customer contacts.
- Adapt to changes in user demands, the work environment, processes, or requirements.
- Maintain technical working knowledge of the products supported by the department.
- Perform other duties as assigned.
Benefits
- Medical and prescription drug coverage for qualifying associates and eligible dependents.
- 401(k) Retirement Savings Plan.
- Employee Assistance Program.
- Virtual fitness center programs.
- Associate discount program.
- Business Travel Accident Insurance.
- Associate Tax Prep benefit.
- Potential eligibility to participate in incentive compensation or short-term incentive plans.
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What This Job Offers
Career Level
Entry Level
Education Level
High school or GED
