Job Title: Specialist, Customer SupportEmployment Classification: Full - TimeSupervisor: Manager, Customer Support Services JOB PURPOSE: The primary role of the Customer Support Specialist is to act as the first point of contact in Customer Support Services (CSS) for all technology support requests.

This role requires the Support Specialist to identify root causes, resolve, and monitor all technology support requests in a timely, effective, and personable manner.

KEY RESPONSIBILITIES: This position provides first point of contact for customer-facing support on the following: desktops, laptops, mobile devices, operating systems, applications, printers, networking, remote access, and telephony.

Answer all service requests in a timely manner, set customer expectations around resolution times, and follow-up to ensure overall customer satisfaction.

Manage and track day-to-day troubleshooting, escalation, and resolution of customer related IT problems by providing Tier I & II support on all CSS related calls/tickets.

Work closely with Tier III/IT Infrastructure team to proactively identify and resolve problems affecting customer experience.

Provide a consistently high-quality customer service experience by upholding established service standards, creating client technology reference material, and providing suggestions for procedural enhancements.

Contribute to and manage the CSS knowledgebase by adding new support knowledge entries and editing/refining entries made by others on the support staff.

Manage the deployment, maintenance, support, upgrade, and tracking of new and existing client technology assets, including desktops, laptops, phones, mobile devices, printers, and other peripherals.

Perform tasks associated with adds/moves/changes and the relocation of all CSS related assets during office/workspace moves.

Provide as needed, impromptu employee training on various end-user related technologies, including BlackBerries, operating systems, applications and office phones Promote professional-self development by engaging in informal knowledge transfer sessions, attending off-site training and conferences, participating in seminars and user groups and reading industry publications.

Perform tasks associated with adds/moves/changes and the relocation of all CSS related assets during office/workspace moves.

Provide as needed, impromptu employee training on various end-user related technologies, including BlackBerries, operating systems, applications, and office phones.

GENERAL QUALIFICATIONS: Bachelors Degree in information systems or related field.

3-5 years of experience in IT customer service or related area.

Strong written and verbal communication skills, analytical skills, and the ability to interact effectively with people at all levels of the organization.

Self-motivated, multi-tasking, ability to prioritize and perform a variety of concurrent tasks with limited direction.

Proven track record of personal and professional growth and development.

Availability for rotating, on-call support services outside of normal working hours and/or including nights, weekends and holidays.

Some domestic travel required.

Preferred Certifications: A+, MOS, MCP, MCSE, Security +, CCNA TECHNOLOGY QUALIFICATIONS: Intermediate BlackBerry Intermediate MS Outlook and MS Office 2003/2007 Intermediate Hardware and Software installation/deployment Intermediate PC Imaging Intermediate Remote Access/VPN Intermediate TCP/IP networking Intermediate MS Active Directory

« Apply for Specialist, Customer Service Job in Boston 02199, Massachusetts US