Customs Compliance Coordinator - Coral Gables, FL
ESSENTIAL FUNCTIONS:
Answer calls to the Invacare Service Desk and effectively log these calls into the Incident Management software to ensure that all vital information is captured.
Provide first level and second level support (when applicable) for all calls as needed. Attempt to resolve all incidents on first call if possible.
A User Support Specialist II will provide customer service in a manner that is consistent with established corporate strategies even when dealing with difficult, frustrated or angry customers (be it in person, remote through email, telephone or on-site visits).
Remain calm, confident and reassuring to end users during periods of high volume or system outages.
Collaborate information transfer between Service Desk and Field Services to accurately track and communicate service call status and resolution.
Troubleshoot issues related to desktops, laptops, peripherals, client software and business applications.
Route calls to other Invacare support personnel as needed in order to address user requests and to resolve problem issues.
Perform field repairs, moves, replacements, upgrades and modifications to all Invacare supported PC’s, terminals, printers and other end-user equipment.
Service Desk and Field Services work collectively to ensure that all user requests for new PC hardware and software are processed efficiently following the standards and policies set forth in the ordering process.
Coordinate and schedule field service activities such as installs and facility move requests with end user.
Partner with the Client Systems Analyst and Service Engineering teams to develop and maintain PC images for standard clients.
Maintain a service parts inventory. Manage the inventory to reduce cost and repair lead times.
Configure and install new PC’s, printers and other related equipment.
Perform ad-hoc training to users on equipment and software features.
Involve vendors and third party support personnel as needed in order to resolve problem issues.
Interface with the business community, Ecommerce and all areas of IT in order to ensure that incidents are communicated clearly, escalated appropriately and resolved in a timely manner.
Notify the Invacare User Community when system outages occur.
Adhere to corporate policies and procedures as required.
Mentor and train new Service Desk/ Field Services associates.
Provide input and update information/documentation on Service Desk and Field Services policies and procedures into appropriate repositories.
Participate in projects dealing with Service Desk and Field Services technologies or personal computing hardware and/or software implementations.
Remain current with Service Desk and Field Services industry trends and technologies. Make recommendations for utilizing these tools in Invacare’s support environment.
Provides input/advice for service improvements to service owner, based on the pattern of support requests.
Participate in on call rotation and provide off-hours support as needed.
Complete all required training applicable to assigned position.
Additional duties as requested or required.
QUALIFICATIONS:
An Equal Opportunity/Affirmative Action Employer –M/F/Disabled/Vet
Required Skills Required Experience