Technical Support Specialist in Naperville, IL at Interactive Business Systems

Date Posted: 10/25/2019

Job Snapshot

Job Description

The Technical Support Specialist is responsible for providing the first line of technical assistance to both the internal employees and external clients. This position involves frequent phone and email interactions and requires technical knowledge and the highest level of customer service skills. 

They will troubleshoot and identify problems then provide resolution or escalation as necessary to ensure that processing efficiency and user satisfaction are maintained.  This position will create, maintain, resolve or escalate tickets to other teams within the specified service level agreements. The Service Desk Tech will work closely with clients, colleagues and business partners to ensure consistent, high quality service and an optimal end user experiences.

Skills/Qualifications: 

       Be passionate about IT, energetic, a people person, focus driven, and eager to explore and learn new technologies.

       Demonstrates exceptional and professional communication with both colleagues and clients; oral, written and technical translation

       Direct experience supporting clients as a primary contact or lead using phone and/or email

       Ability to troubleshoot and diagnose the root cause of problems through research and reasoning in a complex environment

       Previous ticketing system experience

       Knowledge of basic to intermediate operating functions of such hardware devices including (but not limited to) PCs, laptops, tablets, network printers, mobile devices and phone systems.

       Knowledge of basic to intermediate operating functions of such software applications including (but not limited to) Microsoft Office/Office 365, phone systems, SAP systems, imaging software and internet browsers.

       Experience with remote support tools

       Previous experience with warehouse operations systems used for picking, packing, shipping and delivering is desirable.

       Basic hardware and networking knowledge

       Knowledge of Mac, Windows, Android, Chrome, and IOS Operating Systems.

       Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.