Responsibility: 1.Uses knowledge of PC, mobile device, hardware, software configurations, operating systems and LAN to resolve technical environment issues and provide implementation support to successfully support our customers. Provides omni- channel technical support (Home Office and Field) in a fast paced, high-pressure environment while multi-tasking (e.g. two simultaneous chat windows) and/ or prioritizing efforts as needed. 2.Performs initial client experience consultation to include Applying functional / technical knowledge for problem/issues analysis, use of software tools to assist in developing solutions and test fixes to resolve first action whenever possible. 3.Seeks more sophisticated assignments and issue resolution to gain experience in becoming a multi-functional technical domain specialist in both Field and home office technology support. 4.Identifies process/ service improvement ideas with a continuous learning and improvement mentality. Partners with more experienced team members to help drive innovation and idea implementation where possible. 5.Ability to establish good interpersonal relationships with internal and external teams. Participates in temporary project / support assignments as needed. 6.Leverages experience, existing communication channels, and knowledge management to execute process and resolve issues while exciting and level setting clients about the technology environment. Offers ideas to improve client experience. Qualification: Associates or Bachelor's degree in Computer Science, MIS or related field or at least 6 years of directly-related work experience required. Minimum of 3 years of Advanced technical knowledge in computer, mobile device hardware, and software trouble-shooting including proficiency in using remote software support tools. Demonstrates strong customer service skills that translate both inside (HO) and externally (Field)Keen attention to detail including proficiency in concise and understandable ticket documentation.Ability to adapt to changing needs of the business. Ability to provide multi-channel support in a constantly evolving technology environment. Strong oral and written communication skills, including ability to quickly establish rapport and build a distinctive client experience. Strong analytic skills and ability to tackle problems. Initiative and motivation to include willingness to share feedback to drive process improvement.