Location: Tulsa Oklahoma
Duration: Contract 34 months potential to extend
Overview:
The goal of the Customer Experience Associate (CX Associate) is to ensure employees receive a high level of support in a timely fashion in a fastpaced environment. Employees are fully billable and require near 100% laptop uptime.The CX Associate is the first onsite responder and starts our Customers Experience journey. They will provide an enhanced level of hands on and remote support for a specific office or offices. Working in conjunction with our Customer Experience team to ensure 100% uptime and a positive customer experience.
Responsibilities:
- Each CX Associate is responsible for providing enhanced IT customer support their assigned offices including inoffice walkups
- Helping customers manage software installations and hardware repair
- Gain technical knowledge regarding GTs applications and services
- Guiding customers on troubleshooting issues
- Own issues and bring them to resolution as quickly as possible while providing proactive updates
- Knowledge of escalation path when troubleshooting complex laptop issues for quick resolution
- Participate in MIM calls for their offices of support to assist with gathering information troubleshooting and testing of solutions
- Troubleshoot issues in a Windows 10 Office 365 and SharePoint environment
- Utilize remote support tools in support of dispatch offices where a technician is not always on site
- Finding solutions from previous cases using the Knowledge Base
- Communicate knowledge gaps in issue resolution
- Ensure tickets are properly updated and asset management system is properly updated
- Participate in testing of images and software deployments at the Pilot level ensuring documentation is accurate
- Assist with events inoffices or conferences
- Provide onsite support for client meetings
- Weekly maintenance of onsite printers access points conference room technology MDF closets and phone equipment
- Maintenance of onsite IT space and routinely monitor inventory stock
- Provide concise and detailed information on issues when escalating to other groups or Customer Experience leaders for assistance
- Be proactive in taking ownership of tasks and managing them through completion and knowing when to ask for help
- Other duties as assigned
Must Have Skills:
- College degree or equivalent combination of education and experience
- 1 to 3 years of experience in field service support working with technology industry
- Prior experience with end user services information technology or related field
- Strong knowledge of Windows Operating systems
- Strong Knowledge of Office products
- Knowledge of Remedy or ServiceNow ticket systems
- Established laptop hardware experience
- Understanding of mobile devices calendar and mail support for iOS and Android
- Basic analytical and problemsolving skills
- Experience working with printers copiers faxes video conferencing and other multimedia technology
- Flexibility to learn new technologies and quickly adapt
- Strong interpersonal skills to interact with clients and team members
- Strong organizational skills
- Strong communication skills
- Ability to work independently but also in a team environment
Title: ONSITE 5 days a week in Tulsa Oklahoma office
Required Skills : Desktop SupportTechnical Support
Additional Skills : Customer SupportTechnicianDesktop SupportThis is a high PRIORITY requisition. This is a PROACTIVE requisition