Remote Customer support Jobs in Buffalo, NY

Request Type : Standard - US Geography : United States Labor Category : US-Contingent Labor Procurement Type : Contingent Labor Organization Unit : PRODUCT & SERVICE OPERATIONS Work Location : NEW YORK - NY (TH STREET) Status : Open Submitted : / / : : AM Has Assignments : No Request : Engineering Technical - Desktop Support Technician Qty : Candidate Submission Limit Per Supplier : Candidate Submission Limit Per Request : Desired Start Date : / / Duration : Months Hrs / Wk : MSP Owner : Job Description :

replacing previous req )

Must be located in the greater NY area, will need to travel into customer HQ on th Avenue in NYC for in person meetings with IT team once or twice per month. Must be able to support Pacific / West Coast hours. Work will be mostly virtual / remote supporting West Coast stores, working hours will likely be in the range of AM – PM EST or AM – PM EST. Note they are asking this time for someone who can read, write, and speak Spanish in addition to English.

Requirements :

• Technical Skills :
• Proficiency in hardware, software, and networking
• Device types : Bluebird, Zebra, iOS
• Client
• Toshiba
• Experience with operating systems :
• Remedy
• Zabbix
• Maquetador - DAM
• Device Lifecycle : CMDB and Remedy Asset Manager
• Power BI
• Knowledge of common software applications (MS Office, Google Workspace).
• Problem-Solving Skills :
• Strong analytical and troubleshooting abilities.
• Ability to diagnose and resolve technical issues efficiently.
• Experience in providing technical support and customer service.
• Communication Skills :
• Ability to read, write and speak in Spanish.
• Excellent verbal and written communication skills.
• Ability to explain technical concepts to non-technical users.
• Strong listening skills to understand and address user concerns.
• Time Management :
• Ability to prioritize tasks and manage time effectively.
• Experience in handling multiple support requests simultaneously.
• Team Collaboration :
• Ability to work independently and as part of a team.
• Experience in collaborating with other IT professionals and departments.
• Documentation Skills :
• Proficiency in maintaining detailed records of support activities and solutions.
• Ability to create user guides and documentation such as a FAQ.
• Expectations :
• Filter and assign new tickets daily from dashboard
• Update each ticket, new and aged, with notes of daily progress until closure or ticket transfer
• Decrease number of aged tickets while simultaneously working new tickets
• Proactive collaboration using Teams channels among colleagues to advance ticket closure
• Consistent daily follow up with stores to drive ticket closure

PURPOSE :

To assist in daily tasks of the IT Department. Mainly store's handheld devices.

KEY RESPONSIBILITIES :

EXPERIENCE AND QUALIFICATIONS :

SKILLS AND ATTITUDES :

OTHER

Fully remote / virtual

During training period, candidate may need to work Eastern Time hours (- Eastern Time)

Monday through Friday – am to pm with flexibility, after training period will likely be AM – PM EST or AM – PM EST.

Must have their own laptop / desktop

Hybrid / Remote - Will do some traveling

Must have access to transportation for possible local in person interaction

Will there be any reimbursement for the travel.

Yes.

How often they would need to visit the nearest store?

Depend on the skill, may we ask per month.

Any list of store locations, so that we can source local candidate accordingly.

Not for now but will be on the west.

What are the top three required skills for a candidate to be successful in this role?

Are there any required certifications, such as A+ or CompTIA A? Comments for Suppliers :

Must be located in the greater NY area, will need to travel into customer HQ on th Avenue in NYC for in person meetings with IT team once or twice per month. Must be able to support Pacific / West Coast hours. Work will be mostly virtual / remote supporting West Coast stores, working hours will likely be in the range of AM – PM EST or AM – PM EST. Note they are asking this time for someone who can read, write, and speak Spanish in addition to English.

Fully remote / virtual

During training period, candidate may need to work Eastern Time hours (- Eastern Time)

Must have their own laptop / desktop

Hybrid / Remote - Will do some traveling

Must have access to transportation for possible local in person interaction

Contract only for now Is work performed at a non-Client location, remote, or non-US location? : Yes If Yes, please enter location : Remote / virtual Operate vehicle? : No Plan to hire? : No Travel required? : Yes