Customer Support and Account Representative Level 2

Job Summary:

The Specialist is the first point of contact for users who call the IT Service Desk. The role focuses on providing exceptional customer service while resolving technical issues related to enterprise software and hardware. The Service Desk Agent will use a knowledge base tool and their expertise to provide timely resolutions, ensure high levels of first call resolution, and identify opportunities to streamline and automate processes.

Key Responsibilities:

†Customer Service:

Demonstrate strong customer service skills by listening to customers to gain an accurate understanding of their issues.

Show empathy for customers†situations, maintaining a sense of urgency to resolve their issues.

Produce accurate and detailed documentation at the client, problem, and incident level.

Resolve conflicts professionally and effectively.

†End-User Technical Support:

Provide high-quality technical support related to enterprise software and hardware.

Assess, triage, research, and resolve incidents and requests in a fast-paced, 7x24x365 environment.

Provide after-hours and weekend support as needed.

†Client Support and Communication:

Maintain professionalism and composure when providing client support over the phone, via online chat, or in person.

Build rapport and trust with end users, ensuring a positive customer support experience and timely resolution or escalation of issues.

Communicate status and business impact to end users promptly.

†Technical Investigation and Resolution:

Investigate, diagnose, and resolve hardware/software problems.

Install, modify, clean, run diagnostic programs, and repair computer hardware, peripherals, and software.

†Team Collaboration:

Collaborate with internal teams to provide guidance, sound communication, and customer service principles.

Required Qualifications:

†Excellent customer service skills and communication skills.

†Two to five years of proven experience in a complex, high-tech, and fast-paced work environment.

†Ability to diagnose problems in a complex environment and provide effective solutions quickly.

†Self-motivated with the ability to work independently in a high-pressure environment.

†Willingness to work variable shifts, including evenings, weekends, and public holidays.

†High school diploma or GED with relevant work experience.

Preferred Qualifications:

†Experience in a technical support role is preferred but not required.

†Understanding of technology and the ability to apply that knowledge to support existing systems.

Education: Bachelors Degree