Support Specialist

Support Specialist, Level I

The Support Specialist, Level I, is responsible for the management and issue resolution of customer networks. The position will be responsible for generating, prioritizing and processing tickets for technical support and service. Position will identify alarms, raise requests and will perform basic diagnostics of the problem and dispatch as required. This role will direct requests to Level II or III Support teams, PMO group, or to dispatched field service technicians, and notify appropriate parties for parts ordering. Additionally, the Support Specialist will retain overall ownership of the fault report, unless relieved by senior staff.

The Support Specialist will monitor actions, progress, SLAs, and perform proactive escalations when problems are identified. The position will also be required to provide certain administrative activities such as the review and quality control of tickets. Other admin activities may include customer information and documentation updates such as Customer Service Manuals and customer contact lists; based on information provided to us. In addition, the Support Specialist is responsible for receipt and ownership of customer service requests, administration of tickets within the service management system and monitoring of field and logistics requirements.

Key Responsibilities:

• Daily client network and end-point monitoring
• Inbound call and e-mail answering in which clients report issues, answering calls within contracted SLA and company standards
• Service ticket generation
• Remote troubleshooting of client systems, standard script will be provided for troubleshooting/call routing
• Closing and completing service tasks, recording all details on completed service orders
• Maintaining communication with client throughout service process
• Escalation to Level 2 and 3 Support teams
• Ensuring customer SLA is upheld
• Dispatching technicians when site visits are required, must be capable of organizing and communicating service technician and external subcontractor schedules
• Working with field service technicians for troubleshoot visits and installations, ensures that all documentation/reporting deliverables are available to customer as required per the contract or SOW
• Contacting and working with vendors to assist with warranty claims and replacements
• Creation of quotes for replacing failed equipment that is out of warranty
• Follow company billing process on service tickets for all approved quotes
• Ticket maintenance and reporting
• Must be capable of sitting for extended periods of time, reading computer screens
• On-Call Rotation

Education and Experience:

• 2+ years of previous experience in a help-desk/call center environment with IT industry experience preferred
• Diploma or equivalent required
• Knowledge of various operating systems and basic IT terminology; Window, iOS, Linux and more
• Familiarity with Microsoft Office applications (Word, Excel, Outlook)
• Comfortable with multi-line phone systems, familiarity with ticket management and/or CRM system preferred
• Computer knowledge and familiarity with PC and Audio/Visual hardware and components are a must
• Networking and IT experience preferred

Key Competencies/Behaviors:

• Excellent customer service skills required
• Strong verbal and written communication skills
• Well-organized and able to multi-task
• Interpersonal skills and willingness to work in a team environment

Core Values:

• Passionate: We are a group of passionate people. This is the best way to describe TEAM CRI. We work hard and have fun along the way!
• Respectful: We value diversity, merit and unique contributions. We foster a trusting, open and inclusive environment. We treat our clients, partners and our team in a manner that reflects these values.
• Do the Right Thing: We do what we say we will do. Our actions shall always be fully transparent and genuine. Our dealings with clients, co-workers and partners must always be conducted with honesty.
• Helps First: We are stronger when we work together. We help first—whether it's with our clients or our internal teams.
• Nimble Minded: When conventional thinking and processes fail, we want to be the first to provide fresh ideas and solutions. We break through adversity and respond quickly.
• Expects Excellence: We will measure performance and are accountable for results. We are committed to getting it right.

Benefits:

• Company paid individual portion of Medical, Life, Long and Short-Term Disability insurances; access to participate in company Dental and Vision insurance programs; eligibility for a high-deductible health plan (HDHP) with HSA option, FSA, DCFSA; 401(k) program, including company paid match of up to 3% of annual salary; paid time off and holiday pay.

Thank you for your interest in Creative Realities! We look forward to hearing from you.