IT Customer Support Rep.

Our Client, a Business Manufacturing and Supply company, is looking for an IT Customer Support Rep for their Painted Post, NY / Hybrid location.

Responsibilities :

• Responds courteously and promptly to user phone calls, live chats, incoming tickets, and other assigned service channels.
• Effectively use ServiceNow to manage tickets throughout their lifecycle.
• Contribute towards meeting or exceeding SD metrics, targets and goals.
• Follows all Corning IT policies and documented processes including Incident Management, Request Fulfillment and Knowledge Management.
• Execute Knowledge Base (KB) articles to provide effective and timely analysis, troubleshooting and accurate resolution / routing of technical incidents and requests. Provide KB feedback to improve articles.
• Interact with vendor technical support to ensure effective resolution of 3rd party services.
• Actively maintain tickets according to processes and within established SLAs. This includes the timely update of tickets to track all troubleshooting performed and communications with users, vendors and other IT teams. Proactively initiate ongoing communication with end users, via phone, chat and email, to continuously manage expectations.
• Customer scheduling / followups
• Monitor the queue and action or route tickets.
• Inform leadership of broader issues impacting users or the team
• Interact with teammates throughout the day to share information and knowledge.
• Fulfill all administrative requirements ontime
• Answer, respond to and route Corporate Calls as needed

Requirements :

Why Should You Apply?

As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.