IT Technical Support / Helpdesk Support Job at Amicis Global Technologies in Sou

Overview

Title: IT Customer Support
Location: South Jordan, UT
Duration: 6-12 Months

Responsibilities

• Demonstrate strong customer service skills to provide phone support, including listening to the customer to gain an accurate understanding of the situation and being empathetic with a sense of urgency to resolve the issue.
• Producing accurate, detailed documentation at the client, problem, and incident level.
• Resolving conflict.
• Responsible for high-quality end-user technical support related to enterprise software and hardware. Responsibilities include assessment, triage, research, training/education, and resolution of incidents and requests regarding the use of application software products and/or infrastructure components in a fast-paced 7x24x365 environment.
• Under general oversight, provides after-hours and weekend support as needed.
• Create a positive customer support experience, build rapport and trust with end users through a professional attitude and approach to problem understanding, ensuring timely resolution or escalation by providing urgency, business impact evaluation and communicating the status to the end user promptly.
• Identifies and works with internal end users to provide guidance and support, sound communications and customer service principles without becoming unprofessional in difficult situations.
• Provides investigation, diagnosis, resolution and recovery for hardware/software problems.
• Installs, modifies, cleans up, run diagnostic programs and repairs computer hardware/peripherals and software.

Qualifications

• Excellent customer service skills.
• Excellent communication skills.
• Two to five years of proven, qualified related work experience in a comparable complex, high-tech, and fast-paced work environment.
• Preferred work experience in a technical support role, but not required.
• Required Education: High school diploma or GED with relevant work experience.
• Ability to diagnose the cause of problems in a complex environment and provide effective solutions quickly.
• Self-motivated and able to work on own initiative in a high-pressure environment.
• Willing to work variable shifts including evenings, weekends, and public holidays.