IT Support Services Representative - Remote (CST/EST) Job at Henry Schein
JOB OVERVIEW:
This position is responsible to provide direct and indirect assistance to online customers and field sales reps via telephone, email, and chat. Ensure trouble-free use of available online ordering and services. Assist in identifying, investigating, researching, isolating, and resolving user questions and online service problems. Serve as a liaison between online customers and systems developers, sales, marketing, and other departments as necessary. Act as the first level technical support for end user software and hardware problems. Receive telephone calls/emails from users experiencing computer difficulties or inquiring how to use specific software, hardware, email, operating systems and proprietary software. Escalate unresolved issues to appropriate team via ServiceNow ITSM. Log all incidents.
This position is responsible to provide direct and indirect assistance to online customers and field sales reps via telephone, email, and chat. Ensure trouble-free use of available online ordering and services. Assist in identifying, investigating, researching, isolating, and resolving user questions and online service problems. Serve as a liaison between online customers and systems developers, sales, marketing, and other departments as necessary. Act as the first level technical support for end user software and hardware problems. Receive telephone calls/emails from users experiencing computer difficulties or inquiring how to use specific software, hardware, email, operating systems and proprietary software. Escalate unresolved issues to appropriate team via ServiceNow ITSM. Log all incidents.
KEY RESPONSIBILITIES:
- Receive phone calls and emails from end users who are experiencing technical difficulties.
- Ticket all communications within our Enterprise Service Desk system.
- Provide level 1 troubleshooting and route all issues that cannot be resolved to the appropriate team.
- Assist with the setup and deployment of new hardware including Desktops, Laptops, Tablets, Scanners and Smartphones in addition to providing instructions to the users on system features, functions, and other capabilities
- Install software and software upgrades to customers and field TSMs via Remote desktop tools
- Sign out of the phones, when needed, to perform “hands on” technical tasks such as PC moves, Printer setup, video conferencing kickoffs, and assisting second level team with issue resolution.
SKILL:
Excellent understanding of the job and highly proficient in a range of processes or procedures to complete a wide range of tasks. Apply acquired knowledge of procedures and external regulations.
COMPLEXITY:
Work on assignments that can be difficult and require judgment and initiative. Understand implications of work and make recommendations for solutions. Will be responsible for making independent procedural decisions.
SUPERVISION:
Work under minimal supervision and may determine methods and procedures on new assignments. May be informal team leader.
MINIMUM WORK EXPERIENCE:
Typically 2 or more years of related experience.
PREFERRED EDUCATION:
Typically High School education, vocational training and/or on-the-job training. Bachelor’s degree preferred.
GENERAL SKILLS & COMPETENCIES:
- Strong time management skills and the ability to prioritize work and meet deadlines
- Very good attention to detail and accuracy
- Customer service oriented and the ability to work with complex issues
- Ability to plan and arrange activities
- Very good interpersonal communication skills
- Very good written and verbal communication skills
- Ability to maintain confidential and highly sensitive information
- Ability to work in a team environment
- Ability to multi-task
- Ability to manage conflict
- Capacity to work effectively under pressure
- Establish productive working relationships at multiple levels within the organization
SPECIFIC KNOWLEDGE & SKILLS:
- Knowledge of PC hardware
- Knowledge of Windows Operating Systems
- Microsoft Office
- Basic understanding of networking technologies
- Ability to adapt to new applications and technology quickly
PERFORMANCE REQUIREMENTS:
Typically, to advance to a new job level, TSMs must demonstrate professional behavior and should consistently be at the high-end of meets expectations or consistently exceed expectations.
TRAVEL / PHYSICAL DEMANDS:
Travel typically less than 10%. Office environment. No special physical demands required.
Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.
For more information about career opportunities at Henry Schein, please visit our website at: www.henryschein.com/careers
Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.
For more information about career opportunities at Henry Schein, please visit our website at: www.henryschein.com/careers
Please Note :
clarksqn.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, clarksqn.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.