IT Support Specialist

Summary

The Sr. CSA (Customer Support Associate) is a solution-oriented Support Associate with the enthusiasm, passion, and experience to be a pivotal member of the ONE# Team, responsible for being the voice of company Support Services and responsible for providing excellent customer service.  This associate will be a part of our team that handles all One#  help desk requests from internal customers via phone, email, live chat, or social media with areas of functional specialization based on operational needs. Key responsibilities include achieving established Key Performance Indicators (KPIs), managing more complex and escalated customer inquiries, mentoring junior members, and contributing to the development of best practices.  Demonstrating patience and empathy, the Sr. CSA resolves customer issues promptly and ensures follow-up communication to enhance customer satisfaction.  This associate is responsible for informing the One# team of new tasks, keeping the One# team on these tasks, and mentoring junior associates. 

ESSENTIAL FUNCTIONS-

• Strong phone skills
• Responds promptly and efficiently to critical user issues and outages
• Verify Pricing
• POS support
• Create, update, and continuously maintain knowledge base articles for the team.
• Manage ticketing system templates and categories
•  Conduct research and source solutions to address complex customer needs effectively
• Maintain a courteous and professional demeanor while collaborating effectively with all levels of management and team members to foster a positive work environment
• Work with other departments to facilitate knowledge base articles to increase FCR
• Categorize calls to aid in resolution or assist in tracking / trending
• Determine areas of opportunities such as training
• Work with the training department provide areas of opportunities to assist in training materials development
• Meet or exceed standard call center KPI’s such as SLA’s, Customer Satisfaction, escalation, follow up.
• Utilize the ticketing solution to capture issues for metrics and trending
•   Manage documentation processes effectively, including onboarding, training and mentoring junior associates on best practices for customer service and operational procedures
• Conduct data manipulation, analysis, and generate reports to meet departmental needs, supporting strategic decision-making and operational improvements. (e.g. trend analysis, open tickets, ticket volume, etc.) Provide regular feedback to management regarding process improvement opportunities, resource requirements, and daily operational challenges to enhance departmental goals
• Improve One# customer service associate training and development program, establishing and creating job aids, knowledge base articles, onboarding documentation.
•  Analyze and identify trends
• Proactively collaborate with leadership and IT partners when outages are identified
• Review calls and tickets, providing coaching to junior associates to ensure consistent agent performance
• Provide ad hoc project support as needed
• Assist with User Acceptance Testing (UAT)
•   Serve as the liaison between the help desk and IT Tier 3 teams
• Provide excellent customer service and respond promptly to all inbound inquiries
• Build a relationship with each customer, and/or store
• Contribute to a cohesive team that works collaboratively to provide exceptional customer service within the department along with cross-functional departments
• Provide regular feedback to ONE# Manager as to trends, process improvement needs, resource needs, and daily challenges in achieving department goals

KNOWLEDGE, SKILLS, AND ABILITIES:

• Flexible in shift assignments and work environment
• Ability to follow-up on tasks to completion with minimal supervision required
• Data manipulation, analysis, and application to reports relevant to department needs
• Proficient in Microsoft Office 365, including Outlook, as well as other relevant software programs and tools necessary for performing essential job functions
• Minimum of 3 years of proven IT customer support experience as a strong performer in a similar administrative position
• Preferred: Associate’s degree in computer science, network administration, or a related field; or equivalent industry-recognized IT certifications such as CompTIA A , Network , Security , or Cisco CCNA.