Senior Support Specialist

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Department: Support Reports to: Support Team Lead
Classification: Hourly Location: Fargo, ND

 

SUMMARY OF RESPONSIBILITIES:

The primary responsibility of the Senior Support Specialist position is to maintain availability in a fast-paced call queue and utilize technical programs and tools as needed to provide customers with advanced assistance and solutions for technical issues related to hardware, software, and networking. The Senior Support Specialist is a client-facing role that requires effective and timely communication with customers on new and existing tickets. Individuals in this role will be expected to identify and escalate issues that require complex troubleshooting and extended time, collaborate with senior resources on mentoring opportunities, and provide technical mentoring to Support Specialist I and II team members.

 

All professional service positions are expected to drive revenue and customer satisfaction through up to date communication, accurate time keeping, thorough documentation and overall issue resolution.      

 

ESSENTIAL FUNCTIONS:

  • Business specific knowledge of the customer’s technical environment and operations 
  • Collaborate with the team members to ensure steps taken support the customer’s needs
  • Ensure risks are identified, communicated, and mitigated throughout troubleshooting process
  • Perform follow-up to verify final resolution and determine customers satisfaction level
  • Effective and timely communication with team members regarding task progression and status
  • Detailed logging of troubleshooting steps and time tracking
  • Work with Services Coordinator to ensure collaboration between teams
  • Update and maintain network documentation and processes for recurring procedures
  • Strive for billable efficiency to ensure individual and team goals are met
  • Work closely with team leads to define and deliver new service and product offerings
  • Anticipate and help prepare for major technology changes to ensure a competitive advantage
  • Demonstrate ability and willingness to mentor team members
  • Identify inefficiencies and offer suggestions for improvement when applicable
  • Contribute to the continuity of computer services by providing technical leadership
  • Strong ability to work under pressure and multitask to meet customer satisfaction
  • Engage in complex technical issues and help drive to a resolution

REQUIREMENTS:

  • Associates degree and/or 5+ years relevant work experience
  • 3 certifications | A+, Network +, Server +, MCSA, VTSP or other industry certifications
  • Able to consistently and independently troubleshoot complex issues
  • Meet or exceed 100% of projected billable hour