Enterprise Technical Solutions Specialist

GENERAL SUMMARY: 

This position requires a balance of team and individual responsibilities. The successful candidate must be able to learn new technologies and grow with the company. As a full-time member of our team, you will be responsible for providing customer service, professional technical and operational support in the implementation, and maintenance of BEK’s full line of Business products. This position will be responsible for providing customer service support training and technical support for BEK Enterprise products, administering accounts and services, providing sales support and tracking project workflow.

Operational Duties:

• Assist with on premise customer implementation of enterprise hardware devices and software applications.
• Conduct on premise educational training sessions and facilitate change requests and customizations.
• Responsible for assistance with gathering required provisioning information, accurately handling and tracking of service orders, trouble tickets and inventory items for new and existing installations.
• Resolve product or service problems by working with customers to diagnose and troubleshoot hardware, software or service related issues. As necessary, and in a timely manner, escalate unresolved technical troubles to the appropriate staff.
• Close trouble tickets and service orders, resolve service and billing matters
• Dispatch and schedule technicians, monitor, track and document support activities.
• Full compliance with company’s and customer’s safety program
• Other duties as required or assigned by company management.

THE IDEAL CANDIDATE WILL:

• Possess a combination of education and experience that encompasses all aspects of this position. Typically an Associate’s degree or equivalent in a computer-related, business or hospitality field; OR three (3) years of relevant work experience.
• Actively participate in a team environment that fosters forward-thinking, innovation, and creativity in order to meet the needs of the company today and in the future.
• Thrive in a fast-paced, rapid growth and ever-changing work environment. Demonstrate the ability to manage multiple, competing priorites while maintaining strict attention to detail.
• Resourceful, “can-do” attitude. The successful candidate must take the initiative to resolve problems, seek answers independently, and enthusiastically persist until a positive outcome is achieved.
• Strong interpersonal and communication skills with the ability to handle sensitive and confidential situations. The ideal candidate is personable, positive, professional, upbeat, and energetic with excellent listening, empathy, tact and diplomacy at every level with customers and colleagues. 
• Demonstrate the ability to work independently, be highly organized, detail oriented and resolute regarding documentation accuracy
• Conduct themselves in a way that insures the customer relationship, from start to finish, is paramount to success. Investigate, educate, assist and resolve all technical, product and service issues