Information Technology Support Specialist

Job Description

Job Description

Our client, a large multi-billion dollar company, is seeking a Information Technology Support Specialist to join their team. In this role, you will be responsible for providing exceptional customer service and technical support to a network of distributors across the United States. You will be working inside of our ticketing service Freshservice and may be required to assist in chat queues at times.

Responsibilities:

• Responding to incoming calls and emails from distributors in a timely and professional manner
• Troubleshooting technical issues and providing technical support to distributors
• Escalating complex issues to senior team members when necessary
• Utilizing Freshservice to track, document, and resolve issues
• Maintaining accurate records of customer interactions and transactions
• Identifying and escalating trends and patterns in customer issues to improve processes
• Providing exceptional customer service and ensuring customer satisfaction
• Participating in team meetings and trainings to enhance technical knowledge and skills

Requirements:

• Bachelor's degree in a related field or an Associate's degree with relevant work experience
• Exceptional customer service and communication skills
• Ability to troubleshoot technical issues and provide technical support
• Familiarity with ticketing systems and chat queues
• Ability to learn and adapt to new technologies and software quickly
• Certifications such as A+, Network+, and Security+ are helpful but not required
• Ability to complete 6 weeks of training
• Ability to work independently and as part of a team
• Ability to multitask and prioritize in a fast-paced environment