Associate Support Specialist

The Associate Support Specialist will assist Jolt Technology clients by solving technical problems as well as implementing new applications and technologies. This position is predominantly client focused, as well as demands a passion for constantly learning new processes and technologies. Success at this position will be providing our customers with the white glove service that the company was founded on as well as understanding and working by the Jolt Technology core values.

Responsibilities:

• Basic understanding of tickets systems and escalation of items.
• Monitor ticket system for new and ongoing issues, properly triaging and prioritizing the tickets.
• Flexibility to adapt to in-the-moment changes and needs of clients with a positive attitude.
• Answer incoming calls with a , creating tickets as required.
• Monitor existing tickets/emails, clearly documenting all progress and status of the tickets.
• Communicate the status of issues regularly, clearly, and efficiently to clients.
• Solve technical tickets, documenting attempted and successful troubleshooting.
• Proper assignment of resources for resolution, following escalation path to other resources based on client requirements.
• Request hardware quotes from other team members as needed.
• Help the team maintain 95% positive client SAT surveys.
• Assist in documenting and improving existing troubleshooting processes.
• Assist team members with completing support tickets in a timely and organized manner.
• Be available for rotating, on-call shifts to respond promptly to tickets submitted after business hours.
• Follow Support Guidelines to maintain a high level of efficiency.
• Additional tasks as required.

Requirements:

• Experience in a customer service role.
• A positive team focused attitude.
• Basic understanding of tickets systems and escalation procedures
• Excellent communication skills, verbal and written.
• The ability to explain technical issues clearly to our clients in a simplistic manner.
• Independent problem-solving skills using available resources.
• Basic knowledge of network troubleshooting, including TCP/IP, DNS, DHCP, routers, LAN/WAN, and switches.
• Knowledge of technology troubleshooting to include computer hardware repairs, upgrades, mobile devices, phone systems, printers, scanners, and copiers.
• Basic ability to use, quickly learn, and troubleshoot Operating Systems including PC and Mac.
• Basic concepts of Microsoft Office 365, and other various web-based applications
• Strong time management and the ability to remain organized while prioritizing many ongoing tickets.
• Understand and identify security threats and other suspicious behavior, following proper security escalation measures.
• Reliable data entry skills with the ability to identify errors.
• Helpful attitude with ability to work well in a team environment.
• Independent problem-solving skills using available resources.
• Entry level understanding of data integrity, backups, and restores.
• Willingness to adapt to a fast-paced environment and changing day-to-day requirements.

Job Type: Full-time

Pay: $17.00 - $21.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance

Experience:

• Desktop support: 1 year (Required)

Language:

• English (Required)

Ability to Relocate:

• St. Louis, MO 63144: Relocate before starting work (Required)

Work Location: In person

Salary : $17 - $21