IT Support Technician responsible for supporting Guidepost IT systems and users. Providing technical support and ensuring security measures are met while working in a corporate setting.
About the role
- Technical Support Representative providing customer support for Nextiva clients, troubleshooting issues, and ensuring high-quality service and satisfaction in a hybrid working model.
Responsibilities
- Provide daily support to customers/users of various technology systems including answering questions, troubleshooting, analyzing problems, and quickly forming solutions to return systems to proper operation
- Communicate in a factual, polite, and professional manner to support end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction
- Provision and maintain hardware, software, and other equipment to meet client requirements, routinely observe operational performance, and install updates when necessary
- Maintain detailed records of daily interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of support or management
- Increase personal technical knowledge by reading trade publications, administration manuals, and diagnostics information
- Taking inbound contacts from customers through several different media streams, including: Phone, Email and Webchat
- Providing amazing service by meeting a set of daily and monthly metrics with a positive attitude
Requirements
- English language fluency required (verbal & written)
- 2+ years customer service experience, preferably in a call center, technical support or help desk environment
- Hardware and/or networking knowledge preferred
- Patient, conscientious, and interact with customers in a professional manner with a focus on completing tasks both pleasantly and correctly
- Quick to identify problems, form solutions, and execute step-by-step troubleshooting procedures
- Must have high attention to detail
- Working knowledge of PC and Mac operating systems and Microsoft Office Applications
- Bachelor’s Degree preferred
Benefits
- Major Health insurance for you, your legal partner, and children under 25 years, including Vision and Dental coverage
- Life Insurance (24 times your monthly salary)
- Newly hired full-time employees at Nextiva receive 10 personal days before their first anniversary, 12 vacation days on their first anniversary, and 5 personal days annually thereafter in addition to vacation time
- Enjoy a 30-day Christmas bonus, 50% vacation premium, company-matched food vouchers (1 UMA/month), and a 13% matched savings fund (capped at 1.3x annual UMA)
- Employee Assistance Program and comprehensive wellness initiatives
- Access to ongoing learning and development opportunities and career advancement
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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