Associate Technical Consultant (Overnights)

Employment Type

: Full-Time

Industry

: Miscellaneous



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Location: Minneapolis, MN

Associate Technical Consultant (Overnights)

The Associate Technical Consultant is an entry level support role. The position provides customer assistance to resolve identified concerns ensuring an optimal customer experience. Through diagnosis of the presenting issues along with review of application programming, the Consultant determines the root cause and an appropriate solution, implementing the fix or directing the customer on how to implement the solution. Support may be of a minor or complex nature.The hours for this position will be 11:00 PM 7 AM Sunday through Thursday to support our 24/7/365 support model.

Responsibilities:

Provides first-level customer support and works closely with Technical Consultants, Senior Technical Consultants, Escalation Managers and the team Manager for reported issues, concerns or enhancements based on customer requests, system or environmental generated alerts and vendor and/or manufacturer inquiry or notification.

First line for support calls and emergency support calls and handles more routine calls.

Diagnoses reported issues through root cause analysis. This may include, but not limited to, customer dialogue, system(s) and other research with team members, vendors and manufacturers. Follows-up, resolves and/or escalates outstanding issues in a timely manner.

Responds to requests received through, but not limited to, live voice, e-mail or web.

Completes thorough documentation using the internal ticketing process ensuring issues have accurate tracking from reporting to resolution. This may include initiating the billing process as required.

Serves as a first line of customer support for hardware, software, and network and/or telephony reported issues and concerns.

Maintains effective relationships with clients, vendors and manufacturers delivering a high level of customer satisfaction. Works collaboratively with all resources (internal or external) necessary to deliver a timely and high-quality result.

Requirements:

Minimum of a High School diploma or equivalent.

Basic knowledge of Genesys PureConnect and PureCloud and troubleshooting skills on those systems preferred.

Knowledge of computer networks, integrations, and Windows Operating systems. May provide basic programming and/or customer configuration recommendations.

Ability to gain credibility with customers, motivate and provide leadership; work with a diverse customer base.

Ability to manage multiple tasks. Perform responsibilities in a customer focused manner while utilizing time and resources efficiently and effectively.

Ability to understand and communicate technical concepts


Demonstrated professionalism representing the Company to customers and vendors

Demonstrated ability to deliver a high level of customer satisfaction

Proficient written and verbal communication skills

Ability to work independently and part of a team

Attention to detail and thoroughness.

General understanding of system hardware/software workings with ability to identify problems and remedies

Ability to adapt quickly to changing technology

Ability to work an overnight schedule. 11 PM - 7 AM Sunday through Thursday

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