Duties & Responsibilities

Resolves complex technical issues at point of contact

Utilizes customer service skills to effectively support a demanding client base

Assists with other department activities as needed, and performs additional duties and responsibilities as assigned

Candidate should also be flexible to work overtime as needed

Skills & Competencies

Exceptional customer service skills including the ability to convey highly technical information in easy to understand, non-technical terms

Must be highly productive, able to balance competing priorities and meet all established productivity measures

Ability to adapt to a fast-changing environment

Excellent analytical and problem solving skills

Position also requires the ability to work under pressure to meet strict deadlines

Qualifications & Prior Experience

Candidate must have 3+ years technical support experience in a professional services environment or 7+ years experience providing technical support in a professional services organization

Microsoft Office Specialist certification in MS Word is required, other Office certifications are highly desirable

A+ and Network+ certifications are highly desirable

Prior experience documenting interactions and using an IT ticketing system