Associate Customer Service Technical Support Analyst
Spectraforce
US
Remote
3 months ago
Job Description
Title: Associate Customer Service Technical Support Analyst
Duration: 7 months
Location: Remote
Working hours: Mon.-Fri. From 8am to 6pm EST (Current Shifts: 8am-4:30pm; 9:30am-6pm)
Position Summary:
The Service Desk Tech 1, School Technical Support will work in our Columbia contact center and remotely, providing technical support services to schoolteachers and staff as they set up and use our technology from initial startup, troubleshooting, and virus/spyware removal to resolution of software, hardware, printer, and network issues.
Service Desk Tech 1, School Technical Support Responsibilities:
Candidate Qualities:
About Us: Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.
Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation.
California Applicant Notice: SPECTRAFORCE is committed to complying with the California Privacy Rights Act (“CPRA”) effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting NAHR@spectraforce.com.
LA County, CA Applicant Notice: If you are selected for this position with SPECTRAFORCE, your offer is contingent upon the satisfactory completion of several requirements, including but not limited to, a criminal background check. We consider qualified applicants with arrest or conviction records for employment in accordance with all local ordinances and state laws, including the Los Angeles County Fair Chance Ordinance for Employers (FCO) and the California Fair Chance Act (FCA). The background check assessment will consider whether a criminal history could reasonably have a direct, adverse impact on the job-related safety, security, trust, regulatory compliance, or suitability for this role. Such findings may result in withdrawal of a conditional job offer.
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $17.41/hr.
Duration: 7 months
Location: Remote
Working hours: Mon.-Fri. From 8am to 6pm EST (Current Shifts: 8am-4:30pm; 9:30am-6pm)
Position Summary:
The Service Desk Tech 1, School Technical Support will work in our Columbia contact center and remotely, providing technical support services to schoolteachers and staff as they set up and use our technology from initial startup, troubleshooting, and virus/spyware removal to resolution of software, hardware, printer, and network issues.
Service Desk Tech 1, School Technical Support Responsibilities:
- Troubleshoot and resolve software, hardware, printers, and network issues by listening to the user and asking appropriate questions to build a solution.
- Log all calls using our in-house call tracking system, creating detailed, accurate entries and escalating when necessary.
- Specify user problems and provide a detailed solution to resolve each issue.
- Act as liaison for application problems between users and developers.
- Assist in the collection of data for identifying user requirements that may result in future system development or training.
- Keep current with the development of our ever-changing applications.
- Document products, processes, or problems in detail and suggest improvements or solutions.
- Work with the manager to investigate and implement ways of deflecting calls and increasing self-service.
- Work occasional additional hours, 2nd shift, and/or weekends when necessary.
- Work to perform other duties that may be necessary for the organization, including manual labor. (Staging materials, packing, inventory, delivery).
- Projects - supports continuous improvement initiatives.
- Other duties as assigned.
Candidate Qualities:
- Previous call center experience in a tech environment.
- Background in customer support (inbound call handling and ticket creation).
- Verizon Wireless call center.
- Comcast call center.
- Strong knowledge/experience with Hardware troubleshooting (our customers primarily use HP laptops).
- Performance issues (Mic/Camera issues/settings); Peripherals (mouse/keyboard, monitors etc.).
- Knowledge/experience with Active Directory.
- Password Reset.
- Strong knowledge/experience of ‘Home’ network troubleshooting.
- Knowledge/experience of ‘Domain Environment’ network troubleshooting.
- Add/Remove printers/Scan folders.
- Strong knowledge/experience with ‘Internet/Browser” troubleshooting.
- Knowledge/experience with reimaging computers (pc).
- Any knowledge/experience with Apple computers is welcomed.
- Experience with Remote Troubleshooting tools: Bomgar.
- Strong knowledge/experience of Google Apps.
- Drive, Voice, Chat and Gmail.
- Knowledge of Zoom: Class.
- Experience with troubleshooting preferred.
- Experience with working remotely (work from home).
- Must have a quiet place in the house/apartment.
- High Speed internet.
About Us: Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.
Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation.
California Applicant Notice: SPECTRAFORCE is committed to complying with the California Privacy Rights Act (“CPRA”) effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting NAHR@spectraforce.com.
LA County, CA Applicant Notice: If you are selected for this position with SPECTRAFORCE, your offer is contingent upon the satisfactory completion of several requirements, including but not limited to, a criminal background check. We consider qualified applicants with arrest or conviction records for employment in accordance with all local ordinances and state laws, including the Los Angeles County Fair Chance Ordinance for Employers (FCO) and the California Fair Chance Act (FCA). The background check assessment will consider whether a criminal history could reasonably have a direct, adverse impact on the job-related safety, security, trust, regulatory compliance, or suitability for this role. Such findings may result in withdrawal of a conditional job offer.
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $17.41/hr.