Remote IT Support Specialist - Troubleshooter & Advocate

Ferguson; United States; Vor Ort; USD 24.000 - 38.000; Vollzeit

Benefits dieser Stelle

Health insurance

Dental insurance

Vision insurance

Paid time off

Life insurance

401(k) with company match

Mental health coverage

Parental leave

Employee discounts

Community involvement

Zusammenfassung

United States Digital Space LLC in the United States is seeking an Assistant Technical Support Representative. You will be the first point of contact for associates, handling calls, chats, and tickets while delivering high-quality customer service.

The role requires troubleshooting with End Users, documenting issues, and escalating to other teams as needed. Remote within the U.S. or Hybrid for Newport News, VA per policy. Competitive benefits are provided.

Qualifikationen

• 0-2 years of relevant experience in a technical call center or comparable education preferred.
• Possess basic SQL knowledge.
• Experience with call/chat interface and ticketing systems.
• Experience developing or troubleshooting software in UniBasic, Java, React, Python, or other modern language.
• Strong communication and customer service skills.
• Experience with Oracle Cloud Infrastructure, EDI, mobile OS, and Microsoft Office is preferred.
• Experience using Active Directory and various SaaS tools.
• Self-starter, self-motivated, and able to work independently.
• Critical thinker with ability to troubleshoot and propose new paths.
• Excellent organizational and documentation skills.

Aufgaben

• Heavily use training, documentation/knowledge, and peers to develop troubleshooting and research skills.
• Capable of troubleshooting with End Users.
• Handle fluctuating incoming ticket volume Phone, chat, Self-Service autonomously.
• Strong communication skills.
• Consistently document and solve any reported issue.
• Develop and maintain strong relationships within the IT department.
• Develop and maintain an understanding of Corporate and IT policies and procedures.
• Develop and maintain verbal and written communication skills.
• Develop and maintain creative thinking in troubleshooting techniques.
• Develop and maintain solid customer service and follow-up skills.
• Stay in sync with defined processes.
• Capable of multitasking efficiently.
• Capable of critical thinking and understanding issues through context clues.
• In addition to the essential job functions described above, all associates will perform duties as requested by management.

Kenntnisse

SQL basics

Ticketing systems

Call/chat interface

Java

Python

React

UniBasic

Active Directory

SaaS tools

Customer service

Communication

Self-motivation

Critical thinking

Documentation

Organizational skills

Tools

Oracle Cloud Infrastructure

EDI

Mobile OS

Microsoft Office

Jobbeschreibung

United States Digital Space LLC in the United States is seeking an Assistant Technical Support Representative. You will be the first point of contact for associates, handling calls, chats, and tickets while delivering high-quality customer service.

The role requires troubleshooting with End Users, documenting issues, and escalating to other teams as needed. Remote within the U.S. or Hybrid for Newport News, VA per policy. Competitive benefits are provided.