Operations Technical Support I
About the position Responsibilities • Interact with customers via multiple communication methods according to established guidelines. • Resolve or escalate customer incidents using available resources and within service level agreements. • Maintain and enhance relationships with other support organizations to resolve problems. • Demonstrate the ability to appropriately escalate issues when necessary. • Ensure ticket documentation is accurate and thorough. • Maintain ownership of workload and follow through on assigned tasks. • Identify recurring incidents and trends and escalate appropriately. • Complete applicable training courses to enhance skills. • Keep the knowledgebase updated with relevant information. • Adhere to documented personnel and department guidelines and policies. • Contribute to continuous improvement efforts and may lead projects. • Perform other related duties as assigned. Requirements • Excellent customer service skills and a positive attitude. • Strong listening, verbal, and written communication skills. • Ability to work as a team player and mentor others. • Excellent analytical and problem-solving skills. • Proactive and accountable with a sense of urgency. • Ability to manage stress and multi-task while being attentive to customers. • Adaptability and flexibility in approach to work. • Desire to learn and enhance knowledge continuously. • Willingness to accept feedback, mentoring, and coaching. • Working knowledge of Microsoft Office suite, ticketing tools, and troubleshooting tools. • Understanding or experience in networking, web, email, mobile, security, and managed services technologies. • 1-2 years of IT customer service experience or related experience. Benefits • Health insurance coverage • Life insurance coverage • Dental insurance coverage • Vision insurance coverage • 401k retirement savings plan • Paid holidays • Paid time off • Flexible scheduling options • Employee discounts • Professional development opportunities • Tuition reimbursement Apply tot his job