Job Description

Job Description

Job Description

Position Overview: The Technical Support Specialist position serves as first point of contact for the customer and provides technical assistance to computer users. Answer questions or resolve computer problems for clients in person, or via telephone or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, office productivity and business applications, email, and operating systems. This is a work from home position, however, the applicant must reside in Arizona.

Duties and Essential Job Functions:

• Knowledge and ability to perform basic Microsoft O365 troubleshooting.
• Act as the single point of contact to the customer for all service requests.
• Perform triage, problem identification, troubleshooting and resolve or escalate as appropriate per process.
• Daily review of open tickets, perform follow up with the requestor based on the SLA and as agreed upon by the ticket owner and user.
• Update ticket notes, route misdirected tickets and resolve tickets.
• Generate and distribute notifications related to outages and other high-profile events.
• Assisting with high priority/escalated issues, workflow processes, procedural questions of account specific policies and procedures.
• Keep documentation and wiki up to date and as new knowledge is gained.
• Daily tracking of time entry for client-facing and internal time.
• Customer follow-up on completed requests.
• Participate in on-call rotation.
• Participating in other projects or assignments as needed.

Embodies MyTek’s core values:

• DYNAMIC SERVICE - We understand each client is unique, we will adapt to meet your priorities based on our relationship and not just a contract.
• ENGINEERING INTEGRITY - We build trusting two-way relationships with our clients and deliver on what we say.
• CROWD-SOURCE LOYALTY - The entire MyTek team is dedicated to working together for our clients; every Butler is empowered to anticipate and exceed your needs in order to create and cultivate loyalty.
• HYPERLINK TO ACHIEVEMENT - MyTek links technology solutions to turn your business dreams into reality.
• SOLID STATE ACCOUNTABILITY At MyTek we assume ownership of delivering your technology solutions through unwavering service and execution.
• OPEN SOURCE COMPASSION - Regardless of who you interact with at Mytek, you will experience our compassion. We are genuine and truly care about our clients and each other.
• GATEWAY TO FUN - When someone connects with MyTek, they connect with a person, not just a script. You receive client experience with a personality.

Qualifications:

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Education and/or Experience: High School Diploma; or 1-2 years related experience; or equivalent combination of education and experience
• Computers and Electronics: Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
• Customer and Personal Service: Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Attendance/Punctuality: Is consistently at work and on time; Ensures work responsibilities are covered when absent.
• Active Listening: Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Speaking: Talking to others to convey information effectively.
• Clerical: Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
• Reading Comprehension: Understanding written sentences and paragraphs in work related documents.
• Judgment and Decision Making: Considering the relative costs and benefits of potential actions to choose the most appropriate one.
• Writing: Communicating effectively in writing as appropriate for the needs of the audience.
• Instructing: Teaching others how to do something.
• Service Orientation: Actively looking for ways to help people.
• Time Management: Managing one's own time and the time of others.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit, talk hear, bend and reach. Specific vision abilities include a normal, corrective vision range; ability to see color and to distinguish letters, numbers and symbols. Consecutive hours spent at a time sitting in front of computer monitor and using keyboard and mouse are required

Working Conditions: Contact center environment and work is regularly performed in an indoor office setting. The employee will occasionally work early and late hours to meet time lines, provide off-hour upgrade and maintenance, and respond to emergency situations.

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

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