This job has expired.
This role requires ~1 weekend a ~month availability.
WEEKLY Schedules Monday-Friday
6:00AM to 2:30PM
9:30AM to 6:00PM
WEEKEND Schedules - Monday/Tuesday and Saturday/Sunday - 4 days at 10 hours per day:
6:00AM to 4:30PM
8:30AM to 7:00PM
This role requires 100% onsite availability. 5 days in office.
Responsibilities
Must be client-focused with ability to provide white-glove treatment to our clients.
Must have the understanding and sense of urgency to address and resolve issues as quickly and accurately as possible.
Address client requests and issues via phone or email.
Provide world class quality of service to our clients throughout the resolution process.
Engage engineering teams and product owners to assist with troubleshooting as needed.
Perform 'cradle to grave' ownership of all issues by providing timely updates to clients and by constantly following up with escalation teams until the issue is resolved.
Demonstrate excellent ticket hygiene by selecting appropriate product categories, keeping detailed ticket notes, managing ticket backlog, etc.
Maintain effective documentation by regularly reviewing and updating knowledgebase content.
Take a proactive approach in analyzing current practices to identify areas for improvement and make suggestions for more efficient and strategic solutions.
Be willing to learn and develop subject matter expertise in the systems and products we support, such as Messaging (Exchange, etc.), Zoom, SharePoint, Mac, Unix, Voice, Mobile and others.
Skills:
Basic Qualifications
Minimum 2 years of experience working in the technical support field in an enterprise environment, preferably with phone support experience.
Solid technical knowledge, troubleshooting skills and support experience with the following:
Zoom
Microsoft Windows platform (Windows 7, 10)
Networking, LAN, WAN, corporate enterprise domain infrastructure environment
Windows desktop and server operating system
Microsoft Active Directory
Microsoft Outlook
Good understanding of the Microsoft Office products such as Word, Excel, and Power Point.
Basic conceptual knowledge of Citrix/VMware/VDI/Virtualization.
Ability to perform Mobile OS (iOS/Android) application troubleshooting.
Team player mentality, collaborative, self-learner and self-motivated.
Good understanding of English and good communication skills is a must.
Strong customer service skills and focus on ownership throughout the resolution process.
Flexibility to occasionally work any 24x7 shift to accommodate BCP or other business impacting events.
For our Asia language support team, hours of operation would match with region of support based on language spoken.
Preferred Qualifications
The use of software-based web conferencing programs such as Lync, Skype, WebEx, Zoom.
Experience operating and troubleshooting on a variety of multimedia /audiovisual hardware and software for at least 2 years.
Education:
High School Diploma Required
PAY RANGE AND BENEFITS:
Salary Range*: $20-$25 on W2
*Pay range offered to a successful candidate will be based on several factors, including the candidate's education, work experience, work location, specific job duties, certifications, etc.
Benefits: Innova Solutions offers benefits( based on eligibility) that include the following: Medical & pharmacy coverage, Dental/vision insurance, 401(k), Health saving account (HSA) and Flexible spending account (FSA), Life Insurance, Pet Insurance, Short term and Long term Disability, Accident & Critical illness coverage, Pre-paid legal & ID theft protection, Sick time, and other types of paid leaves (as required by law), Employee Assistance Program (EAP).
ABOUT INNOVA SOLUTIONS: Founded in 1998 and headquartered in Atlanta, Georgia, Innova Solutions employs approximately 50,000 professionals worldwide and reports an annual revenue approaching $3 Billion. Through our global delivery centers across North America, Asia, and Europe, we deliver strategic technology and business transformation solutions to our clients, enabling them to operate as leaders within their fields.
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