Tier 2 Helpdesk

Florida, Lakeland

Posted: 12/14/2018 Industry: IT Job Number: 12465 Pay Rate: $53,500.00

The core missions of the Client Care Specialist are to monitor support systems, receive, analyze, triage, troubleshoot, and respond to client requests; escalate tickets for resolutions appropriate; and immediately to inform leadership of significant support issues (outages, client request for escalation, high levels of dissatisfaction.)

Essential Duties and Responsibilities:
: Rapid response to client inquiries
: Discovery conducted and internal escalation
: Update to client on status
: Conduct appropriate follow up with clients to ensure cases are brought to a timely resolution
: Ensure all applicable internal stakeholders are fully informed throughout resolution process
: Identify and escalate cases as appropriate
: Fully document client issues and troubleshooting steps for escalation to a higher level if needed
: Solid analytical skills and a demonstrated motivation to solve tough technical problems.
: Collaborate with and inform engagement an innovation staff on issues impacting clients
: Continual assessment of support processes to identify potential improvements
Competencies:
: Excellent communication and interpersonal skills
: Ability to work independently and as part of a team
: Must be self-motivated and know when to escalate or seek guidance
: Ability to manage multiple projects and tasks simultaneously
: Detail-oriented and able to accomplish a wide variety of tasks in a fast-paced environment
: Strong organization skills and time management skills
: Customer focus and adaptability to different personality types
: Superior customer service skills
: Outstanding analytical and problem-solving skills
: Strong interpersonal skills
: Ability to explain complex technical concepts
: Adaptable to shifting priorities and work effectively in a fast-paced environment
: 2-4 years of technical support and customer service experience
: Proficient with company' s' products is highly desirable but not required

Technical Competencies:
: Proficiency with MS Office, Google Suite and other standard business software
: Experienced with Salesforce and Zendesk
: Proficiency with SQL is strongly preferred
: Experience working in with a Vagrant if preferred but not required
: Proficiency with HTML, CSS and JavaScript
: Proficiency understanding programming code such as Linux command line, Curl, PHP and Python
: Proficiency to read and interpret log files
: Experienced using browser tools such as Firebug and Chrome Inspector if preferred but no required
Education and Experience:
: 2-3 yrs. Experience with in bound and out bound phone calls
: 2-3 yrs. Experience in Client Relations and technical customer support experience
: Excellent oral and written communication skills as it relates to technical concepts.
: Outstanding attention to detail and personal organization
: Ability to diagnose, troubleshoot and resolve issues over the phone
: Have experience supporting proprietary software
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