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Job Summary:
As a Software Support Specialist – Tier 1, you are expected to operate as a member of the Production Support team which is the primary point of contact for technical, navigational, and training assistance for customers and users of the LTSS and Carity proprietary systems and corporate support for internal employees of FEI Systems. The Associate is expected to be able to communicate effectively by phone or email, be extremely detail oriented, have strong analytical skills, and a passion for both customer service and problem solving. This role is mostly unscripted support role that requires technical experience and expertise.
Principal Responsibilities:
- Assessing the issues and troubleshooting problems if required
- Investigate reported system issues, work to recreate, identify appropriate requirements and document defects.
- Provide Tier 1 client support and technical issue resolution via email, phone, web-based feedback.
- Escalate any unresolved issues up to Tier 2 support
- Create, update, and close customer tickets in ticketing portal for every call answered and according to defined ticket compliance requirements
- Ask probing questions, listen, and record data capture details and actions performed in all tickets
- Learn and understand client workflows and functionalities within complex software
- Ensure problem ownership, escalate issues through proper channels
- Provide updates to end users when delivering solutions and diagnosing issues
- Advise management of potential risks that may have impact on customer base and operating environment
- Promote end-user satisfaction in adherence to established performance metrics
- Understanding around PHI/sensitive data
- Technical experience with Windows 10/11 and Microsoft Office 365 applications
- Basic understanding of networking technologies such as DNS, DHCP, WiFi, VPN, and others
- Ability to understand technical guidance and instructions and communicate them effectively to end users
- Basic understanding of IT technologies such as Active Directory, malware protection, printing systems, endpoint management, and others
Required Skills:
- Minimum of one year of experience in a fast-paced, support position that required written documentation of interactions
- Excellent customer service, critical thinking, and written & verbal communication in English
- Must be adept at balancing shifting priorities and time management
- Able to reliably work designated or flexible shifts in a 24/7, 365-day environment
- Ability to understand and explain technical information
- College degree and 1-2 years of related work experience, or Associate degree and 3-4 years of related work experience, or High School diploma/equivalent and 4-6 years related work experience required
- Experience with external customer communications (written and/or Oral).
- Must have self-learning and researching skills
- Ability to maintain calm composure and customer focus while troubleshooting and solving issues with frustrated end-users that may have little understanding of technology
- Ability to work successfully as part of a team
Preferred Experience:
- Previous experience in user/technical application support or training
- Knowledge of the principles and processes for providing customer and personal services
- Experience with help desk ticket tracking tools and workflow
- Familiarity with ITIL process
Location: Remote
NOTICE: EO/AA/VEVRAA/Disabled Employer – Federal Contractor. FEI Systems participates in E-Verify, a federal program that enables employers to verify the identity and employment eligibility of all persons hired to work in the United States by providing the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization. For more information on E-Verify, please contact DHS at (888) 464-4218.
Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, marital status, political affiliation, disability, or genetic information, except where it relates to a bona fide occupational qualification or requirement. FEI Systems creates an Affirmative Action Plan on an annual basis. Pursuant to federal law, the portions of FEI Systems’ Affirmative Action Program that relate to Section 503 (Persons with Disabilities) and/or Section 4212 (Protected Veterans), are available for inspection upon request by applicants and employees during FEI Systems’ normal business hours.
