Customer Support Specialist Jobs

Our Client in Ocoee, Florida, is seeking a Senior Customer Support Specialist to work on-site with top-level IT technicians. The incumbent will perform the list of the following.

The first line of customer support for IT Technicians and internal company's Customers are:

• Record all customer contact information, issues, and/or requests in service desk tracking systems, evaluate situations, and determines appropriate routing, response, and/or escalation of customer‘s requests or issues.
• Responsible for responding to inquiries and providing information to customers calling, or emailing the Information Technology Office for support, information, IT equipment, or needing any IT-related assistance.
• Supports AV & IT Service Technicians, by discovery and attempt at first-call resolution, but if unable to resolve, create and assign tickets for technical support and meeting support Tier 2 and higher.
• Greet and address in-person (walk-up) customers that may need on-the-spot support or troubleshooting, or guidance to resolve an IT-related issue.
• Tracks problems escalated for a resolution to ensure our customers receive a timely response. Follows documented procedures and checklists and offers suggestions on process improvements.

Duties and Responsibilities:

• Responsible for reading, adhering to, and enforcing the Department’s Procedures and Policies
• Responsible for updating the after-hour Technician assignments in the auto-attendant system
• Responsible for documenting solutions to Technology or Customer Service Issues
• Install, configure, and update software
• Responsible for checklists and process flows for all Concierge- related work
• Assist with the monitoring and tracking of inventory for the Information Technology Cost Center
• Responding to inquiries and providing information to customers
• Participate in team projects and assignments
• Perform other related duties as assigned
• Attend and participates in OIT Staff Meetings, Service Team Meetings, and other meetings as directed
• Coordinate, schedule, and document audio-visual meetings
• Create and assign tickets in the Ticketing Systems for various customer inquiries, issues, audiovisual meetings, and Technician Support
• Responsible for access control and security administration (password, troubleshooting, and resets included)

The ideal candidate should possess the following:

• Detail & Quality Focused
• Works well under pressure
• Exceptional, verbal & written Skills
• A+ Certification a plus
• Team Oriented
• Self-Motivated
• Problem Solver
• Customer-Centric
• Great Time Management
• Positive and Outgoing
• Organizational Skills