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.