Administrative support for customer service at innovIT AG, specializing in complex B2B infrastructure projects. Focus on organization, customer communication, and collaboration with internal teams.
About the role
- Customer Support Specialist handling IT-related customer inquiries and support calls for Virtua Health. Involves troubleshooting software and hardware, and maintaining technical documentation.
Responsibilities
- Installs, configures, and responds to Customer Support calls for software, hardware, peripherals, and other data network devices
- troubleshoots and repairs network connectivity issues
- updates hardware inventory including spare parts
- replaces and removes old equipment
- develops and maintains technical documentation
- interfaces with other IT teams and service vendors to resolve problems
- Responsible for projecting a professional, friendly, customer service focused image in all customer communication
- develops and maintains productive and professional relationships with other teams within IT.
- Requires travel to customer/remote sites to complete tasks; home base assignment may vary based on support and customer needs - available 24/7 support as needed
- Promptly responds to tickets and work orders and initiates resolution; updates ticket’s notes to include progress and resolution; follows up with customer to ensure satisfaction; leaves follow up notice when servicing customer equipment in their absence; adheres to IT business practices
- Participates in IT projects as needed.
- Creates and maintains support and technical documentation in department knowledgebase.
- Maintains rapport with customers by meeting with users to determine quality of service and makes necessary adjustments to accommodate needs; examines and resolves complaints; routinely rounds in customer areas to identify any trending issues or concerns
- Performs in-depth research to reveal improved methods and technology for Information Technology customer functions.
- Independently maintains job knowledge of the latest and emerging technologies, including new hardware, mobile devices, and various operating systems and by participating in educational opportunities.
Requirements
- No prior professional experience required
- Experience in computer hardware installation, maintenance, and repair preferred
- Strong analytical, technical, and troubleshooting skills required
- Customer focus and a positive, can-do approach are critical
- Must have good interpersonal, verbal and written communication skills
- Able to write and maintain clear documentation about system architecture, release, and implementation plans, and develop and maintain internal documentation
- Strong attention to detail, problem investigation and diagnostic skills.
Benefits
- medical/prescription, dental and vision insurance
- health and dependent care flexible spending accounts
- 403(b) (401(k) subject to collective bargaining agreement)
- paid time off, paid sick leave as provided under state and local paid sick leave laws
- short-term disability and optional long-term disability
- colleague and dependent life insurance and supplemental life and AD&D insurance
- tuition assistance
- an employee assistance program that includes free counseling sessions
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