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    Customer Experience - Arlington, United States - Grant Thornton

    Grant Thornton
    Grant Thornton Arlington, United States

    3 weeks ago

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    Description

    The goal of the Customer Experience Associate (CX Associate) is to ensure Grant Thornton employees receive a high level of support in a timely fashion in a fast-paced environment. Grant Thornton employees are fully billable and require near 100% laptop uptime. The CX Associate is the first on-site responder and starts our Customers Experience journey. They will provide an enhanced level of hands on and remote support for a specific office or offices. Working in conjunction with our Customer Experience team to ensure 100% uptime and a positive customer experience.

    Essential Job Functions:

    • Each CX Associate is responsible for providing enhanced IT customer support their assigned offices, including in-office walk-ups
    • Helping customers manage software installations and hardware repair
    • Guiding customers on troubleshooting issues
    • Technical knowledge regarding GTs applications and services
    • Own issues and bring them to resolution as quickly as possible while providing proactive updates
    • Strong communication skills
    • Knowledge of escalation path when troubleshooting complex laptop issues for quick resolution
    • Participate in MIM calls for their offices of support to assist with gathering information, troubleshooting and testing of solutions
    • Troubleshoot issues in a Windows 10, Office 365 and SharePoint environment
    • Utilize remote support tools in support of dispatch offices where a technician is not always on site
    • Finding solutions from previous cases using the Knowledge Base
    • Communicate knowledge gaps in issue resolution
    • Ensure tickets are properly updated and asset management system is properly updated
    • Participates in testing of images and software deployments at the Pilot level ensuring documentation is accurate
    • Assists with events in-offices or conferences
    • Provide on-site support for client meetings
    • Weekly maintenance of on-site printers, access points, conference room technology, MDF closets and phone equipment
    • Maintenance of on-site IT space and routinely monitor inventory stock
    • Provide concise and detailed information on issues when escalating to other groups or Customer Experience leaders for assistance
    • Be proactive in taking ownership of tasks and managing them through completion and knowing when to ask for help
    • Flexibility to learn new technologies and quickly adapt
    • Other duties as assigned

    Basic Qualifications:

    • College degree or equivalent combination of education and experience
    • Prior experience with end user services, information technology or related field
    • 1 to 3 years of experience in field service support working with technology industry

    Other Qualifications:

    • Strong knowledge of Windows Operating systems
    • Strong Knowledge of Office products
    • Knowledge of Remedy or ServiceNow ticket systems
    • Established laptop hardware experience
    • Understanding of mobile devices calendar and mail support for iOS and Android
    • Basic analytical and problem-solving skills
    • Experience working with printers, copiers, faxes, video conferencing, and other multimedia technology
    • Strong interpersonal skills to interact with clients and team members
    • Strong organizational skills
    • Strong communication skills
    • Ability to work independently but also in a team environment
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