IT Support Technician

Location: Franklin, TN

This is an on-site in person position; candidates must be able to commute or willing to relocate to the area.

Salary: $50,000.00 - $70,000.00 per year

Position Overview

Ariento, Inc. is seeking multiple Support Technicians to join our newly established Nashville team! Technicians provide enterprise-level assistance to our customers, diagnose, and troubleshoot technical issues, answer queries and provide solutions.

Key Responsibilities

• Provide technical support via phone, emails, chat and text using Zendesk ticket platform
• Serve as the first point of contact for customers seeking assistance
• Responsible providing accurate and professional resolution on all supported issues promptly, within SLAs
• Systematically troubleshoot technical issues to narrow down cause and provide solutions
• Explain technical issues/concepts to non-technical customers
• Escalate problems as needed or when required
• Serve as subject matter expert for Ariento’s products and services and advise customers when they have questions or recommendations is warranted
• Record, track, and document the helpdesk ticket problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution
• Ask customer targeted questions to quickly understand the root of the problem
• Prioritize and manage several open issues at one time
• Follow up with clients to their issues are fully resolved after troubleshooting
• Provide excellent customer service as measured by NPS and CSAT
• Provide input for the product team on the development of new product features
• Document knowledge base articles to ensure repeatable best practice support efforts
• Work with end users and vendors to resolve issues.
• Contribute knowledge of trending and/or major issues.
• Participate in cross training sessions, both leading and learning.
• Accurately and efficiently document support issues and resolutions in the ticketing system.
• Contribute to conversations with the leadership team around process development/improvement for support strategies.
• Other duties as assigned.

Required Qualifications

• Associates or bachelor’s degree in IT related field or equivalent combination of related education, training, and experience
• 1 year of Help Desk experience (Preferred)
• Ability to commute to the Franklin, TN office.
• Ability to systematically diagnose and troubleshoot technical problems
• Excellent oral and written communication skills
• Strong attention to detail
• Strong customer service skills and experience in customer service type job

Preferred Skills & Certifications

• Experience with Microsoft 365 administration

Job Type: Full-time 

Work Location: In-person in the Franklin, TN office.

Benefits:

• 401(k)
• Paid time off
• Health insurance
• Optional Dental and Vision insurance

Compensation Package:

• Profit sharing
• Annual pay