Valukoda has a client with a critical need for an application support specialist. This highly visible individual will provide first tier computer support to our client’s customers to remove technical barriers to successful usage of our client’s application. This individual will work directly with the customer care team to assist customers and provide a link between the customer care and IT teams. A superior customer service attitude is required.

MAJOR RESPONSIBILITIES:

• Receive initial tech support telephone calls or email messages
• Troubleshoot and manage user access problems
• Convey patience and empathy through digital communication (email and chat)
• Investigate and resolve support cases (phone and email) with empathy, thoughtfulness and care
• Strive to make each interaction with customers meaningful and remove barriers to their success
• Support the customer care team
• When possible, complete ZenDesk ticket with solution
• Manage response times and updates based on SLA agreements
• Manage effective completion of tasks
• Create, escalate and route support desk tickets to IT Personnel
• Provide exceptional customer service via face-to-face (video), telephone, and electronic communication
• Document customer solutions
• Document IT department processes
• Work on projects when necessary
• Work with third-party vendors when necessary
• Coordinate work with cross-functional teams
• Write technical/project documentation and procedures
• Other duties as assigned by manager

KNOWLEDGE, SKILLS, AND ABILITIES:

• Must have a strong customer focus, results oriented
• Intermediate knowledge of terminology used in association with computer hardware
• Intermediate knowledge of MS Office , Windows operating systems
• Capable of exercising discretion and independent judgment
• The ability to handle multiple tasks simultaneously.
• Strong interpersonal and communication skills are essential.
• Ability to work with detail, follow directions and maintain a high level of accuracy
• Basic troubleshooting techniques with software and hardware
• Knowledge of support solutions (such as ZenDesk) a preferred
• Ability to work both independently and collaboratively with development team / work with cross-functional teams to accomplish overall project goals
• Ability to communicate effectively with employees throughout the agency
• Ability to remain calm and professional during peak periods of inquiries
• Ability to maintain a professional appearance
• Capable of prioritizing as well as clearly and logically organizing information received from users
• Must be knowledgeable of and comply with Client Privacy Policy, HIPAA regulations and E&O procedures and policies

QUALIFICATIONS:

Education: 2 year College Education or equivalent experience

Experience: 1-3 years experience in a support role

Please email careers@valukoda.com to apply.