Job Description

Responsibilities: 

The principal duties of the Support Specialist include the following

• Assist end-users and IT specialists by phone and email with first-level technical support; working to resolve as many incidents as possible at the Tier I level, this includes calling end-users as needed
• Create new or update existing tickets and ensure each ticket contains detailed documentation which outlines the problem, troubleshooting steps taken and final resolution (if applicable)
• Follow training and documentation for all necessary troubleshooting steps
• Escalate more complex issues to senior staff and work with them on projects and troubleshooting issues as needed
• Respond in a timely manner to requests when resolving issues
• Document changes within established parameters and escalate those which need higher level review
• Contribute knowledge and updated information to maintain the Knowledge base, participate in group chat environments as a resource
• Learn new clients
• Follow set policies and procedures when assisting clients to ensure proper handling of requests
• Provide timely responses to client and management requests. Status updates on such requests need to be provided on a regular basis
• Demonstrates ability to take ownership of client issue with minimal assistance after initial training period.
• Maintain an above average standing on individual score card that includes calls handled, average handled time, missed calls, etc.
• 365 days 24/7 coverage which includes holiday coverage