Support Specialist II - Full Time

Founded in 1997, in Gravette, AR, as a packaging and logistics company, R&R Solutions has evolved into a client-focused solutions provider delivering the highest quality of services and support.

R&R works with clients in developing and finding innovative solutions to complex problems. As a Solution Concierge, R&R offers a wide range of services encompassing both technology and custom solutions. R&R has developed and deployed some of the largest technology solution offerings in the industry. The R&R client base ranges from Fortune 500 to up and coming start-up organizations.

Description:

The Support Specialist provides technical assistance to R&R employees and customers regarding various hardware and software applications. Their main duties include troubleshooting and diagnosing different technical issues, assessing and understanding user needs and issues and recommending technical fixes.

Responsibilities:

• Maintain process documentation
• Respond to telephone calls and support requests for technical support
• Log and track all support information
• Properly identify, research and resolve technical problems by providing knowledge gained and through a knowledge database
• Prioritize incidents, requests, and complaints to ensure that inquiries are resolved appropriately, and applies the escalation process when necessary
• Update department heads with notification of impacting issues, and report on-going issues through trend analysis
• Relay information between Development, Network, and Systems teams as needed
• Follow up with customers to ensure that their issues are resolved within a reasonable time frame
• React to high priority issues and escalate impacting issues to management
• Install and troubleshoot low voltage cable, install equipment, use a scissor lift to reach ceilings
• Other tasks as assigned.

Qualifications:

• Good problem-solving and critical-thinking skills
• Excellent verbal and written communication skills
• Experienced in providing professional and courteous customer service
• Ability to work effectively in a fast-paced team environment in a lean organization and the ability to deliver products on defined business critical delivery dates
• Visibility requires maintaining a professional appearance and providing a positive company image to the Public
• Willingness to work a flexible schedule including rare weekend and/or evening work
• Detailed knowledge of using computer and web-based software
• General knowledge of networking principals
• Proficiency in MS Operating Systems and the MS Office suite
• Strong organizational skills with the ability to manage priorities and workflow providing accurate documentation

Education & Experience:

• High school diploma or GED is required.
• 2 years of related Help Desk or technical support experience required

Pay:

• Based on experience

Benefits:

• Health, dental, vision and supplemental insurance options
• 401k after one year
• Company Paid Life Insurance Policy
• Paid time off
• Weekly Direct Deposit.
• Monthly employee appreciation day!
• Popcorn Friday every month!

R&R Solutions values a diverse workplace and strongly encourages women, people of color, LGBT individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. R&R is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state or federal laws.