Key skills
CRM
About this role
Role Overview
- Coordinate, diagnose, and troubleshoot incoming global employee calls, tickets and external webmaster candidate emails
- Provide support services to employees and candidates with technical problems and information technology issues involving desktop from local personnel and field office employees
- Provide timely resolution of problems or escalation on behalf of customer or candidate to appropriate technical personnel
- Provide case (incident) status updates to management and end-users
- Support and maintain effective relationships with users
- Adhere to standard operating procedures and customer service guidelines relating to remote IT support
- Answer front line support calls from corporate and field users with the ability to assist users with 'how to questions' on various technical Issues
- Troubleshoot and resolve computer, network, and/or software issues including basic terminal server user maintenance from corporate and field users
- Document all support incidents into support team incident tracking database
- Contribute to support team knowledge base on a regular basis with current and relevant customer and team documentation
- Able to help spot trends and work to validate solutions
- Assign tasks to third level support and/or IT escalation teams for further assistance
Requirements
- High School diploma or equivalent
- College degree preferred
- 2+ years’ technical support experience preferred
- MCSE or equivalent experience preferred
- PC troubleshooting knowledge
- Medium level of experience with using Microsoft Office Suite
- Good understanding of Windows OS
- Ability to respond to phone calls, emails and incidents 80% of an 8 hour day at a desk in a cube environment
- Enter via keyboard information into a CRM database
- Ability to meet department standards
- Occasionally attend meetings in person and sometimes through conference calls
- Ability to perform work with limited instruction
Benefits
- group health insurance benefits (medical, vision, dental)
- FSA and HSA healthcare accounts
- life and accident insurance
- adoption and fertility assistance
- paid parental leave of up to 6 weeks
- short/long term disability
- paid time off for vacation, personal needs, and sick time
- up to 17 days of Choice Time Off (CTO) per calendar year
- up to 11 paid holidays per calendar year
- opportunity to contribute to 401(k) savings and investment plan with employer match of 100% on the first 3% of contributions