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Managed Services Support Specialist

Position:             Managed Services Support Specialist

Department:       Managed Services

Reports To:        Manager, Client Relations

Type:                   Full-time / Work from home

Experience:        Minimum 2 - 6 years IT experience preferred, Customer Service background a plus

Functions:          Customer Service/Information Technology

Salary:                Based on experience

 

Job Description:

Under the direction of the Manager of Client Relations and within a team of Support Specialists, provide customer support to hosted users, Network team members and authorized contractors to ensure satisfaction in the use of hosted network applications and tools.

Responsibilities:

  • Responds to client telephone calls, online chats, emails, and submitted support tickets regarding the application in timely fashion
  • Performs troubleshooting as necessary to identify the root cause of issues reported
  • Assist in daily tasks including password changes, user login setup, etc.
  • Provide access and support to Tessitura clients, staff, and contractors for access to the network
  • Provide training to users within a defined scope
  • Troubleshoot network connectivity problems
  • Troubleshoot installations and issues
  • Maintain and produce documentation related to staff/client tools
  • Under minimal direction, handle projects as assigned by the Client Relations Manager
  • Assume assignments for the annual user conference.

Required Skills:

  • Exhibits appropriate sense of urgency and ability to work well with customers of all demeanors
  • Customer service oriented, a team player
  • Exceptional analytical, critical thinking, trouble shooting and problem solving skills
  • Demonstrated track record of working effectively within a collaborative and cohesive team based environment
  • Outstanding customer service and organizational skills
  • Capability to handle variety of time-critical situations and identify prioritization
  • Ability to multi-task effectively and to consistently meet assigned deadlines
  • Self-starter with ability to work well independently and in groups.

Bonus Skills: Tessitura, Citrix Xenapp, Active Directory, 2X, Dualshield, VMWare, Confluence, Trello, and networking.

Location: This is a work from home position 

 

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