What are the responsibilities and job description for the User Support Specialist position at Agile Premier?
Under general supervision, in an in-bound call center environment, User Support Specialists provide technical software problem resolution to end users through troubleshooting and step-by-step solutions. Solutions include, but are not limited to, resolving username and password problems, fixing application error messages, assisting with application support and troubleshooting email issues. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner.
The User Support Specialist provides technical assistance regarding software, hardware, and systems, particularly Microsoft 365, Windows, and Office applications. They troubleshoot, resolve user issues via helpdesk, and manage user accounts/permissions. Common tasks include installing software, troubleshooting Word document errors, and managing network connectivity.
Key Responsibilities
Technical Support: Troubleshooting Microsoft Office applications (Word, Excel, Outlook), Windows operating systems, and basic network connectivity issues.
Qualifications:
- Previous law firm experience preferred;
- Knowledge of Microsoft Office (especially Word) and general legal applications;
- Proper phone etiquette;
- Ability to speak and write clearly and accurately;
- Outstanding customer service;
- Willingness to cooperate with others and work within a team;
- Ability to be on-call, including weekends and holidays as needed;
- Some hardware setup and troubleshooting skills preferred.
Technical Skills and Proficiency:
- Technical Proficiency: Strong knowledge of Microsoft 365, Office 365, Windows 11, and IT fundamentals.
- Customer Service: Excellent communication skills to interact with users and solve their problems effectively.
- Certification: Certifications like Microsoft IT Support Specialist Professional Certificate or similar are nice to have, as detailed in the Computer User Support Specialist Competency Model is preferred.
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