The EUC Support Specialist is responsible for supporting all endpoint computing, mobile device, and productivity software. As the face of Endpoint Utility and at front line with our customers, this role is focused on interpersonal communication skills and good customer service practices. You will respond to customer inquiries in person, via phone, email, and chat. It is critical that associates possess strong verbal and written communication skills. You will collaborate with other Support Specialists to share knowledge and assist other Support Specialists when needed.
Effectively be able to resolve of find a solution for the customer’s issue.
Manage issues through multiple forms of inbound requests including in person, queue calls (phone), e-mails, Chat, web forms.
Accurately record, prioritize, categorize, and track the event or issue in Customer Relationship Management tool.
Respond to all Customer requests in timely and professional manner.
Have a sense of ownership of the customer’s issue.
Coach end users on the appropriate use of equipment, software, and/or reference materials.
Assist with all aspects of technical support, including on-site visits as needed.
Troubleshoot and resolve issues related to hardware/software, password resets, Microsoft operating systems, security, desktop applications, and peripherals.
Research/troubleshoot issues using the tools available.
Navigate and maintain reference support materials.
Proactively following up on all open issues.
Work closely with other team members to identify and suggest resolutions and improvements.
Other duties as assigned.
The work environment characteristics described here are representative of those a teammate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Moderate noise (i.e. business office with computers, phone, and printers, light traffic).
Ability to work in a confined area.
Ability to sit at a computer terminal for an extended period of time.
Two-year Associate Degree (field related) or equivalent experience required.
1 year helpdesk experience in a corporate environment, two years preferred.
Must have a comprehensive knowledge of computer hardware/software concepts.
This position requires extensive working knowledge of hardware/software concepts, including Microsoft products and network/account management tools.
Must be able to diagnose and resolve moderately complex system hardware, software, network, and operator issues.
Related certifications including Microsoft Technology Associate (MTA), A+, Network +, preferred, but not required.
Must be able to read, analyze, and interpret general business/professional journals, technical procedures, or regulations.
Ability to effectively present information and respond to questions from groups of managers, customers, other teammates required.
Must have excellent customer service and interpersonal communication skills.
Must have the ability to work in a team environment and present a professional image.
Must be able to multi-task and be flexible with assigned work schedule.
Company health insurance plan
Eligible for remote worker post training program
Extensive training and certification program