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Job description
Help desk/Customer Support Specialist *REMOTE* MUST BE WITHIN 1-2 HOURS DRIVING DISTANCE FROM MADISON, WI*Position Purpose:As a Customer Support Specialist, you will be responsible for the day-to-day support of PDS Help Desk Clients. By leveraging your customer service skills, technical training and having an understanding of today’s technologies, you will solve a wide variety of challenges in a fast paced environment that is managed using ITIL methodology.Reporting Relationships:Reports To: Help Desk Team LeadDirect Reports: NoneEssential Job Responsibilities:General Duties & Responsibilities – 70% to 85%
- Provides first level support for inbound incidents and Service Requests from patients, end users and client IT staff.
- Maintain end-to-end responsibility for customer’s support needs providing timely, reliable, and courteous service.
- Participate in and adhere to all SoP's such as the PDS Incidents and Service Requests.
- Assists with the development and improvement of work instructions, procedures, standards and documentation.
- Exceptional Attendance is a must
Mentoring, Collaboration, and Leadership– 5% to 10%
- Mentor and assist with training other Customer Support Specialists and Help Desk Analysts
- Work together with other analysts before escalating out of the Level 1 support group. Conduct regular queue management to ensure adherence to SoP's
Knowledge Management and Training– 10% – 20%
- Maintain appropriate level of skills to handle incidents and requests in line with established service levels.
- Provide feedback of intelligence gained through customer interactions.
- Make or suggest updates to the Knowledge within the Knowledge Management databases
- Ability to work effectively in a fast paced environment
- Ability to sustain a high level of productivity
- Ability to manage multiple competing priorities.
Additional Skills/Knowledge:
- Experience working with Microsoft Office
- Mobile Device Operation Systems (Android, iOS, Windows Phone)
- Experience troubleshooting Microsoft Desktop Operating Systems
- Experience troubleshooting MacOS computers
Physical Requirements:
- Ability to sit in an office chair for long periods of times while using multiple computer monitors.
- Ability to type at least 25 words a minute
Job Types: Full-time, Contract, Contract length 3-12 months with potential to dire hire.