Description
YOUR ROLE AND IMPACT
As the first point of contact for Venn's customers and internal users, Technical Support Specialists are responsible for building strong relationships with our clients and delivering an exceptional user experience. Technical Support Specialists monitor our phone and ticketing systems, leverage their technical knowledge to solve issues within Venn's application hosting environment, and coordinate with other internal resources to ensure end-user adoption of our technology. The successful candidate is a digital native and has experience troubleshooting and resolving issues with Windows and Mac OS as well as Microsoft Office suite of tools (Outlook, Excel, Word, PowerPoint, and Teams), and virtualization mechanisms such as Citrix. Experience with ticketing services like Zendesk is required. The Technical Support Specialist must be customer-focused, curious, results-driven, and able to multi-task. This role reports to the Tier 1 Manager.
What You Will Do: Handle high volume calls and monitor, triage, and troubleshoot incoming requests via ticket queues.Provide technical phone support to our customers and internal users that utilize the Workplace product and logging calls via our ticketing system.Navigate through technical documentation to determine troubleshooting steps for specific issues.Monitor the ticket queue to ensure that all contractual SLAs are satisfied.Maintain detailed and consistent documentation of incident or event notes in Zendesk.Provide remote desktop support to clients and internal end-users.Identify potential issues in real-time and proactively.Inform management of trending issues and identify opportunities for process improvement.Develop strong cross-functional relationships to leverage next-level support and ensure end-user success using Venn's technology products.Maintain a professional and upbeat atmosphere with customers and colleagues. What You Will Bring: B.S./B.A. or A.S./A.A. in Computer Science, Information Technology, or related field preferred.Combination of certifications and equivalent practical technical experience also accepted.2+ years of related technical experience providing application and desktop support in a fast-paced environment.Expert knowledge in troubleshooting performance and connectivity problems with Windows 10/11 desktops, Mac, and MS Office suite of products.Comfortable using Microsoft native tools and utilities in troubleshooting various issues.Familiarity with mail flow concepts in MS Exchange or Office 365 environments.Proven record using analytical skills and other resources during troubleshooting.Experience with Zendesk or other ticketing services required.Ability to adapt quickly to changing priorities and make quick decisions with available information.Strong customer service and multitasking skills.Ability to troubleshoot and think "outside the box".Knowledge of LAN/WAN and mobile computing environments.Strong written and verbal communication skills.Excellent interpersonal skills and communication skills to work as a productive member of the Tier 1 Team.Ability to prioritize and organize effectively.Ability to work both independently and with others.Ability to work in a fast-paced and sometimes stressful environment performing multiple tasks at one time.Knowledge of Cloud computing and Citrix environments.Experience troubleshooting financial and accounting applications from Intuit, Thomson Reuters, Wolter Kluwer and others.Experience providing support for a managed service provider.A desire to learn new technologies, methodologies, solutions, and understand the business needs of our customers.Adaptability to our overall vision, goals and dynamic culture and environment. 2 years
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