Customer support specialist Jobs in Kansas City, MO

Summary

Responsible for ensuring our customers receive helpful service and timely responses to Information Technology (IT) support requests and questions. This role will focus on creating and maintaining high quality, timely and consistent experiences across all customer support touch points, which can include (but is not limited to) : In-Person, Email, chat and phone correspondence, Web-based support, tools / applications / portals, Support documentation / content, Virtual demos / training sessions, and in-person meetings, events, or trainings.

Duties and Responsibilities

• Performs customer support, training, and troubleshooting activities for various IT services.
• Interacts with customers, troubleshoots, and resolves problems related to hardware, software and / or process to the customers' satisfaction via phone, chat, email or in-person.
• Escalates issues that require more detailed analysis to more experienced personnel.
• Receives and records customer inquiries regarding IT-related problems and / or services. Notifies customers when problems have been resolved and logs closure entries.
• Assists in evaluating and making recommendations regarding hardware, software, processes, and services that will improve overall IT support for customers.
• Performs Asset Management activities that identify and labelling new IT assets, purchasing of new IT assets, and documentation associated with IT Asset Management tools or systems.
• May perform periodic audits with both internal and external auditors.
• Completes customer support tasks and assignments given by more senior personnel. Coordinates assistance from others for highly complex technical support areas.
• Organizes and conducts training activities required for various capabilities in support of business and customer needs.

You Must Have

We Value

FMT2021

Additional Information