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Customer Support Technician

Company: Stefanini
Location: Davenport
Posted on: June 13, 2019

Job Description:

Who we are
Stefanini is a full service global provider of offshore, onshore and nearshore IT services, including application development and outsourcing services, IT infrastructure outsourcing (help desk support and desktop services), systems integration, consulting and strategic staffing to Fortune 1000 enterprises around the world. We have over 25,000 employees across 77 offices in 40 countries across the Americas, Europe, Africa, Australia, and Asia.

What will you do?
Coordinates, diagnoses and troubleshoots incoming employee calls. Provides support services to employees with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access. Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support.
Develops competence by performing structured work assignments. Uses existing procedures to solve routine or standard problems. Builds collaborative working relationships internally and externally.

  • Job Responsibilities for Service Desk:
  • Answer incoming calls, process all email requests received, process live chat requests and log all customer questions and issues accurately and efficiently into ticketing system
  • Act as a resiource for the team
  • Troubleshoot hardware, software and network related issues
  • Provide restorative or maintenance actions to resolve end-user issues
  • Assist with defining and documenting knowledge base articles
  • Assist with special project work as needed
  • Escalate problems to the next level of support when necessary
  • Consistently meet or exceed requirement performance criteria
  • Job Responsibilities for Applications Support:
  • Will act as subject matter expert on tools, programs and applications unique to the client environment
  • Will act as the go-to resource who helps resolve complex issues
  • Will match project priorities to industry best practices
  • Provide training to consultant teams and end users
  • Ensuring that KB articles are accurate and sufficient for 1st level support
  • Where necessary, writing, amending or removing KB articles
  • Ensuring and coordinating adequate level of understanding within the Service Center to ensure issue resolution
  • Participate in the creation of training material
  • Track and document process changes and ad hoc reporting requirements.
  • Lead continuous improvement actions

    What do you need to succeed?

    • Minimum 2 years of IT support experience troubleshooting hardware, software and networking
    • Minimum 2 years of IT support experience on MS Office
    • Minimum 2 years of IT support experience on Windows Active Directory
    • Ability to effectively communicate technical information to non-technical audiences
    • Proven Senior level Customer Service experience in the IT field, handling challenging and unique situations
    • Excellent verbal and written communication skills
    • Solid documentation skills
    • Ability to complete special projects/assignments with minimal supervision
    • Ability to search internally/externally for support information
    • Team and customer-oriented attitude
    • Shift flexibility performing services for a 24 x 7 Global customer
    • Attendance and schedule adherence are requirements of this position
    • Skills, Licenses, Knowledge, Education and Training Requirements for Applications Support:
    • Prior experience as a Service Desk agent
    • A keen interest in new technologies, ability to learn quickly and high level of motivation
    • Knowledge of client specific business tools
    • Documented history of working in the area for which they are an expert
    • Ability to understand industry best practices and can communicate those insights to help improve business model
    • Prior support of client's users and the client environment
    • Attendance and schedule adherence are requirements of this position
    • Knows and applies fundamental concepts, practices and procedures of particular field of specialization
    • May develop advanced skills using tools and equipment appropriate for the position or specialization
    • Using established procedures and working under immediate supervision, performs assigned tasks
    • Work is routine and instructions are usually detailed
    • Resolves routine questions and problems, and refers more complex issues to higher levels

      What you'll get

      • Work with brilliant minds, often within a global capacity;
      • Comprehensive Benefits package that includes 401(k), paid time off, tuition reimbursement, medical, dental and vision insurance, and much more;
      • Opportunity to participate in professional development eLearning programs within the Stefanini University, and other virtual trainings as well.

        Why we're different

        • Brazilian and privately owned company;
        • Agility, flexibility, and innovation are in our DNA;
        • Flat organizational structure which enables faster communication and decision making;
        • Open floor plan environment where collaboration is highly encouraged!

          Take a look for yourself
          Here's one of our own, talking about the culture, space and growth opportunities: https://www.youtube.com/watch?v=j8O37KNINdY
          This position is based out of our Davenport Iowa office, 1010 E Kimberly Road, Davenport IA 52807.

          Please submit your resume to: Carla McGrew at carla.mcgrew@stefanini.com

Keywords: Stefanini, Davenport , Customer Support Technician, Professions , Davenport, Iowa

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