Jobs via Dice is hiring: IT Support Associate in Memphis

Overview

Position: IT Support Associate (dedicated chat support)

Requirement: Customer Service & entry level technical support.

Contract to Hire and Open to Remote. Hours are 8:30 am – 5:00 pm CST, Monday to Friday.

Primary Purpose

To provide basic IT systems support to end users on a variety of computer system issues; to respond to telephone calls, email and technical support requests; and to document, track and monitor issues ensuring a timely resolution.

Essential Functions and Responsibilities

• Identifies, researches, resolves, and responds to a high volume of simple to moderately complex issues or questions received from internal and external customers.
• Provides status and follow-up information to internal or external customers.
• Escalates calls to the appropriate departments.
• Documents customer issues in call tracking system timely and accurately.
• Assists in real-time the resolution of support issues to decrease downtime and to bring about high levels of satisfaction.
• Keeps current on policies and relevant product and industry trends to provide technically accurate solutions to customers.
• Provides support after hours via on-call cell phone.

Additional Functions and Responsibilities

• Performs other duties as assigned.
• Supports the organization\'s quality program(s).

Qualifications

• Education & Licensing Associate degree in a computer technology field preferred.
• Experience Three (3) years of computer systems related experience or equivalent combination of education and experience required, including two (2) years propriety software support experience and one (1) year Windows operations system troubleshooting experience. JURIS or claims management application experience preferred.
• Skills & Knowledge Strong computer knowledge including Windows OS, Outlook and Microsoft Office; strong oral, written and business communication skills; analytical, interpretive and decision-making skills; strong organizational skills; excellent interpersonal and customer service skills; excellent negotiation and conflict resolution skills; strong stress and time management skills; ability to work in a team environment; ability to meet or exceed Performance Competencies.

Additional Details

• Location Memphis, TN
• Remote This position is open to remote.
• Lifting Team may lift between 20 and 40 pounds where applicable.
• Notes Credit security clearance, confirmed via a background credit check, is required for this position.

Work Environment

Mental: Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities and meet deadlines.

Physical: Keyboarding; travel as required. Auditory/Visual: Hearing, vision and talking.

Disclaimer: The statements contained herein describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or change duties at any time.