Remote Help-Desk Technician II Job at SGS Consulting, Tennessee

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  • SGS Consulting
  • Tennessee

Job Description

Job Responsibilities:

  • Monitor and manage support tickets, ensuring timely resolution of customer requests.
  • Provide high-level support for Salesforce, Outlook, and network connectivity issues.
  • Handle critical systems, analyze data, and provide insights to fulfill customer requests.
  • Oversee VIP accounts and support sales teams with connection readiness.
  • Assist with customer escalations and ensure team quality standards of service.
  • Train, coach, and upskill Remote Support Technicians in daily tasks.
  • Perform predictive/condition-based analyses of data and develop actionable recommendations.
  • Interact with customers via phone, chat, and email to provide remote troubleshooting support.
  • Create cases and initiate work orders for Field Services as needed.
  • Collaborate with a network of experts for advanced support and data analysis.

Skills:

  • Strong proficiency in Salesforce and Outlook, with superuser knowledge of Outlook for support.
  • Networking skills, particularly in network connectivity and troubleshooting.
  • Excellent organizational skills and the ability to shift priorities based on urgency.
  • Strong communication skills for interacting with customers and vendors.
  • Ability to work independently and manage multiple tasks without guidance.

Education/Experience:

  • Dependable team player with a strong understanding of critical power and cooling systems.
  • Experience in remote support and troubleshooting in a technical environment.
  • Ability to analyze data and generate meaningful insights for customer actions.
  • Must be available to work Monday to Friday, 8 AM – 5 PM Central Time.

Job Tags

Monday to Friday, Shift work,

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