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Johnson Service Group is seeking Helpdesk Support for an 18-month contract assignment. The candidate may apply for a full-time role while on assignment. This role will need to be available 1 day on weekend and holidays as needed.
Hours : 7:30am-9:30am Varibale start W/ Saturday work day 5x8s
This is a hybrid role must be able to go on site as needed.
The Technical Support Advisor will provide front-line user support for tools, technologies and products. In this role, you will solve a wide range of problems across our client’s broad technical services environment. The focus is to deliver support and solutions to customers while serving as an advocate for customer needs. You’re interested in the way things operate and can figure out how technology works when things go wrong. You can multitask across systems and applications, analyze, isolate and resolve a variety of technical issues and comfortably navigate a technical environment to solve them in a better way. You will act as the voice of the customer leveraging the company value of relationships matter to be the care provider’s most trusted partner. The team provides support on a 24/7/365 basis.
A suitable candidate is a passionate transformer who could multi-task and utilize both written & verbal communication skills to help our range of customers resolve their technical issues. You’re not only here to help fix technical issues, but also provide outstanding customer experience. You stay focused on aligning the highest-level company priorities with effective day-to-day operations.
Responsibilities
- Support customers through troubleshooting support inquiries across a broad spectrum of products and supporting triage on behalf of customer.
- Listen to customer and use your technical expertise, creativity and intellectual curiosity to meet their needs
- Provide support across multiple channels including web requests, phone, follow-up service tickets, etc. (the amount of time will vary based on operational needs)
- Be a voice and advocate for our customers when something doesn’t feel right
- Develop detailed knowledge about specific product lines and features
- Actively seek solutions to customer needs, communicating trends to leadership and suggesting innovative solutions focused on the customer experience
- Close teamwork and interaction with Field Service, Operations, Sales and Service Supply Chain organizations
- Aptitude for acquiring skills in technical troubleshooting and an eagerness to learn and take on new challenges
Required Knowledge and Skills
- Experience supporting customers via phone, e-mail, chat, and/or in person
- Passionate transformer for customer service and ownership of the customer experience including issue resolution
- Able to self-manage and work independently in a fast-paced, continuously changing environment
- Effective time management including ability to multi-task, organize and prioritize
- Able to research and grasp technical information across multiple applications while talking with customers
- Ability to document technical customer issues into notes that are consumable by other users
- Collaborate with other team members to resolve customer issues, problems or concerns on a timely and effective basis
- Proven success in a fast-paced support environment
- Ability to deal with adversity while still delivering to expectations
- Intellectually curious and gravitates towards tools and resources that enrich you
- Available to attend required training on a fixed schedule during first shift hours
- 5% Travel
Basic Qualifications
- Associate degree or technical certification in Computer Science, Business, or related field/technologies.
-or-
- Minimum of 2 years’ experience in a customer support role working with computer hardware/software troubleshooting or high-volume contact center (20+ calls per day)
Preferred Knowledge and Skills
- Experience in the healthcare industry is preferred
- Certification in Microsoft (MCSA), ITIL Foundation, HDI Technical Support Professional or similar certifications
- Basic knowledge of SQL (advanced scripting, database back-up & restores)
- Basic understanding of computer systems, computer hardware, software, and networking troubleshooting and SaaS support
- Familiarity with remote desktop applications and Help Desk software
** Johnson Service Group (JSG) is an Equal Opportunity Employer. JSG provides equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law.
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We offer medical, dental, vision, life insurance options, paid time off, sick time, 401(k), weekly pay, and more.
Johnson Service Group, Inc. (JSG) is a North American leader in the staffing and consulting services industry, with 40 years of experience investing in people and companies. We are always looking for great people to join our team—we want to see your success here at JSG!
We can be found locally in more than 30 offices throughout the United States and Canada. JSG continues to work diligently to offer our clients and candidates world-class service and diversified offerings to fit their evolving needs.
Johnson Service Group (JSG) is an Equal Opportunity Employer. JSG provides equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law.
