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    Managed Services - Atlanta, United States - Converge Technology Solutions

    Converge Technology Solutions
    Converge Technology Solutions Atlanta, United States

    3 weeks ago

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    Description

    Job Title: Customer Support Specialist (Wednesday to Saturday - 6:00 AM to 5:00 PM CST)

    Please make an application promptly if you are a good match for this role due to high levels of interest.

    As a Customer Service/Customer Support Specialist you will be responsible for the day-to-day support of our Help Desk Clients. By leveraging customer service skills and having an understanding of today's technologies, you will solve a wide variety of challenges in a fast-paced environment that is managed using ITIL methodology.

    Essential Job Responsibilities:

    General Duties & Responsibilities – 70% to 85%

    • Provides first level support for inbound incidents and Service Requests from end users and client IT staff.
    • Maintain end to end responsibility for customer's support needs providing timely, reliable, and courteous service.
    • Participate in and adhere to all SoP's such as the PDS Incidents and Service Requests.
    • Assists with the development and improvement of work instructions, procedures, standards, and documentation.
    • Exceptional Attendance is a must.

    Mentoring, Collaboration, and Leadership– 5% to 10%

    • Mentor and assist with training other customer support specialists.
    • Assists other Customer Support Specialists by acting as a touchpoint to hand off in depth issues before escalating out of the Level 1 support group. Conduct regular queue management to ensure adherence to Sop's.

    Knowledge Management and Training– 10% – 20%

    • Maintain appropriate level of skills to handle incidents and requests in line with established service levels.
    • Provide feedback of intelligence gained through customer interactions.
    • Make or suggest updates to the Knowledge within the Knowledge Management databases.

    Education:

    • High School Diploma or equivalent required

    Preferred Qualifications:

    • Customer Support Specialist (CSS) Certification

    Job Related Experience:

    • 2 years' experience working in a Customer Service role preferred but not required

    Additional Skills/Knowledge:

    • Professionally respond to telephone calls, emails, chats, and voicemails for customer support
    • Technical writing experience
    • Innovative, team-oriented problem solver
    • Strong commitment to providing quality service
    • Excellent interpersonal, negotiation and communication (verbal and written) skills.
    • Excellent organizational, time management and follow through skills.
    • Ability to manage multiple competing priorities
    • Experience troubleshooting Microsoft Office
    • Unwavering commitment to providing customers with an exceptionally high-quality experience
    • Telehealth and healthcare experience a plus

    Converge Technology Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

    Other details

    • Job Family
      Services
    • Pay Type
      Hourly
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