Technical Customer Service

The Client Technology Service Desk offers:
A single point of contact for technical support and general queries (including password, hardware, software, e-Messaging, Mobile devices) to Client Group employees in Corporate, Retail, Wealth, Phone Channels, Client Auto Finance, Client, Client US, Client Insurance, Client Securities, Real Estate Lending and Vendors.

The business operates 7/24/365 in a team oriented environment with over 100 front line support representatives across two locations.. 
Working in collaboration with support teams, the business relies on Service Desk employee's vast expertise of technical and application related knowledge to deliver an excellent colleague service experience with focus on maintaining high first call resolution rates.

Accountabilities: 
The primary accountability of this position is to provide first level technical support. 
Key responsibilities include:
Respond to a variety of inbound colleague calls/emails
Ensure accurate and detailed problem documentation/ticketing
Provide timely escalation and follow-up with support groups and colleagues
Identify and escalate wide-impact or potential wide-impacting outages
Identify trends and opportunities for improvement as well as provide ongoing feedback
Build ongoing support proficiency for other skills and applications

Tech Support Call Center role 
Must Have 
Above average computing and navigational skills
Exceptional customer service skills in a client facing role such as a call center/tech support role - must have exp. with customer support
Team player who collaborates effectively with peers and other teams but can also work well independently
Good knowledge of Microsoft Office 365 (Word, Excel, OneNote and PowerPoint)
Ability to type at least 30 words per minute
Looking to grow in IT
Call Center or Technical Support Background troubleshooting experience

Education: 
High school education required. 0-2 years of related experience. 
Associates Degree or Technical Certification preferred