Support Agent

Overview:

The primary job function of this position is network problem resolution to customers and support of Mako managed products and services which includes but is not limited to maintenance, deployment and troubleshooting equipment, network configuration, provisioning, circuit management and special projects. Support will be provided by clearly communicating technical solutions in a friendly, professional manner via email, tickets, calls and chat.

Key Responsibilities:

• Support customers within service level agreements and company standards.
• Gather end-user’s information and determine the issue by using a pre-defined set of troubleshooting steps.
• Document all call support information according to standard operating procedures into the support service ticket system.
• Use good judgement to redirect problems to appropriate resources after performing a pre-defined set of troubleshooting steps.
• Follow up and make scheduled call backs to customers where necessary.
• Proactively monitor service boards and group email inboxes to respond to customer problems and queries.
• Interact with technicians to successfully deploy products and services to customer sites, according to customer-specific installation guides. Escalate installation issues to senior members of the team, or project managers, where appropriate.
• Update installation notes and documents in the required systems pre, during and post installations.
• Provide the necessary reports to senior members of the team, or project managers.
• The ability to cover holidays, weekends and/or evening shifts when needed.

Mandatory Skills:

• Professional and courteous demeanor and ability to collaborate with various levels of internal and external resources, customers, and partners.
• Excellent oral and written skills.
• Excellent interpersonal skills and self-awareness.
• Excellent problem-solving skills and ability to multi-task in a fast-paced, high-volume, and high-stress environment.
• Strong system skills and ability to learn, retain and apply large amounts of product, procedure, policy, and system information.
• Ability to work in a highly structured environment.
• Excellent attendance and punctuality.
• Flexibility in responding to change, business, and team needs.
• Ability to work independently and learn on the fly.
• Proactive and excellent in following through on issues till completion.
• A strong sense of ownership, determination, and perseverance in the face of adversities.
• Strong work ethic.
• Ability to work in a team environment with a positive and supportive attitude.
• Background in IT or Networking
• A college degree and/or IT Certifications such as Network+, and/or CCNA is preferred.
• Bilingual is a plus. Preferably in English/Spanish.

Job Type: Full-time

Pay: $48,000.00 - $58,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• Hybrid work

Experience:

• Technical Customer Support: 2 years (Preferred)

Ability to Relocate:

• Elgin, IL 60123: Relocate before starting work (Required)

Work Location: Hybrid remote in Elgin, IL 60123