Jo1584

Location: Remote Work@Home

Schedule: Monday to Sunday 40 hours a week within the range of 7 am to 7 pm. Rotating weekends & extended support until 10 pm CST (extended and weekends is based on needs that are not constant).

Duration: Full-Time

Company Background:

A leading provider of technology-based educational, curriculum, and assessment solutions for the healthcare industry and other vocational fields. Renowned for delivering solutions that result in higher-performing student results at a lower cost, from nursing to allied health and fitness training to OSHA compliance training and insurance. Employs more than 900 employees in 35 states.  Customers range from schools of nursing to institutions of higher education, corporate health, and wellness organizations, and major Fortune 500 insurance companies.

Position Summary: 

Tech Support Specialist. This position requires a bright, customer service-oriented individual looking to make an immediate impact on our dynamic and quickly growing business.  The Tech Support Specialist contributes to answering technical calls from internal and external customers, opening tickets for all issues and customer interactions, and responding to emails and customer chats in a timely fashion.

The incumbent aids in resolving tier one through three end-user support requests as well as properly escalating support requests when assistance from Our shared services is required. Provide technical software, hardware, and network problem resolution to all Our end users in a fast pace environment.

Responsibilities:

• Troubleshoot and resolve technical issues via phone, chat, and email in a timely and efficient manner.
• Identifies, diagnoses and resolves tier one and two problems for users of the network, personal computer software and hardware, internet, new computer technology and communicates solutions to end-users.
• Provides one-on-one end-user problem resolution over the phone or via desktop sharing software for remote personnel.
• Assists in the configuration of end-user Windows and Apple desktop hardware, software, and peripherals.
• Diagnoses and resolves end-user network or local printer problems, Window and Apple hardware problems, e-mail, internet, local-area network access problems, and wireless network issues.
• Document all work within Our ticketing system and completed within the SLA’s assigned.
• Collaborate with other departments within Our company to provide thorough and comprehensive customer support.
• Recommend process improvements to solve complex technical problems and reduce call drivers.
• Develop internal and external documentation to be published in the company knowledge base.

Abilities:

• Written Communications: Able to write clearly and succinctly in a variety of communication settings and styles;
• Problem Solving Skills:  Quickly listen, analyze, and diagnose customer technical issues. Provide appropriate feedback and recommendations to quickly resolve the problem. Escalate any issue that cannot be resolved in a timely manner.
• Customer Focus: Dedicated to meeting the expectation and requirements of internal business units and external customers, acts with customers in mind, establishes and maintains effective relationships with customers, and gains their trust and respect.

Required Skills & Experience:

• Strong customer service/communication skills.
• 1-2 years providing end-user phone support for current Windows and Apple desktop and application software
• Thorough understanding of PC and Microsoft Office applications.
• Experience supporting the Mac operating system and applications.
• Ability to troubleshoot complicated technical problems.
• Experience creating and updating technical documentation.
• Ability to work well with a team and collaborate on group issues.
• Experience logging customer interactions in a CRM environment.
• Highly motivated and ambitious with strong analytical skills.