Senior Technical Support Specialist - Kansas City, United States - Menlo

Menlo Kansas City, United States

2 weeks ago

Description

Become an integral part of Menlo's dynamic team as a senior member of our support team. You will play a crucial role in ensuring the smooth resolution of complex technical issues and customer concerns.

Your impactful contributions will directly enhance education and communities, and you will be part of a collaborative team dedicated to continuous learning and innovation. If you are ready to make a meaningful contribution to a rapidly expanding company that values your skills and determination, Menlo is the place for you.

You Will:

Handle escalated cases from our frontline support team and provide timely and effective solutions to meet our client's needs
Collaborate closely with various internal teams, including technical support, operations, and account management, to ensure customer satisfaction and maintain high service levels
Serve as the point of contact for escalated technical issues and customer complaints, demonstrating a high level of professionalism and empathy
Analyze and troubleshoot complex technical problems, utilizing your in-depth knowledge of our products and services
Collaborate with the frontline support team to gather relevant information and provide guidance on issue resolution
Recognize service gaps and fill in as a utility player as necessary to complete work and close tickets when service requests spike or service desk resource availability is low
Create and maintain detailed documentation for system configurations and processes

You Have:

Strong knowledge of high-quality end-user technical support, related to enterprise software and hardware
Understanding of networking concepts and protocols: TCP/IP, DHCP, DNS
2 years experience in an MSP environment
Preferred experience supporting web filtering, network printing, VoIP, group licensing, remote desktop support, Google Workspace for Education, and device imaging

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