IT Customer Support Specialist

IT Customer Support Specialist - This is an opportunity to serve in a unique customer service and technical support role. We are looking for applicants with a higher level of technical knowledge and troubleshooting skills combined with an elevated level of interpersonal customer communication skills. We work in a time-sensitive environment, supporting the operational performance of large visual LED Video screens found mainly in North America. This position requires experience with remote desktop troubleshooting and analysis as well as performing maintenance activities on client systems and networks to ensure the smooth operation of our customer’s LED screens and control systems.

Essential Job Functions

• Provide exceptional customer service and be an advocate for our customers
• Help customers via phone support
• Monitor LED system emails and alerts to ensure proper operation of customer screens
• Maintain proper records for troubleshooting customer systems
• Deploy new software necessary for proper screen and computer operation
• Supply first and eventually tier-two level support
• Visually check Support applications and respond to downed/troubled devices
• Support works 7 days a week
• Swing Shift Rotation

This is a full-time position with our growing Customer Support department that offers an opportunity for career advancement. We are searching for candidates that are seeking a challenging opportunity, motivated to take charge, learn, grow and desire to take on additional responsibilities. Customer Support is open 7 days a week, successful applicants will complete a training program. Working in the office will be required to complete the training and until the applicant reaches proficiency. After that, working remotely a few days a week might be possible. For working remotely, a computer will be supplied but the applicant must have a high speed (50 Mbps or greater) internet connection., * 1-2 years of experience with Windows-based operating systems.

• 1-2 years of experience with Microsoft applications
• 1-2 years of experience with Remote Desktop Support
• Basic understanding of networking principles
• Experience with Mac software a plus
• Experience with Dynamics 365 CRM (Customer Relationship Management) or similar a plus

Required General Skills

• Strong logical and analytical skills
• Strong verbal and written communication skills
• Ability to read schematics and drawings
• Strong organizational and multi-tasking skills
• Quick learner/self-motivated and able to work independently
• Experience troubleshooting Microsoft applications and/or networking components
• Basic knowledge of computer hardware/software

EOE

Must complete a pre-employment drug test and a background check.

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance