Senior Customer Service Specialist

Archer; Columbia (SC); On-site; USD 40,000 - 76,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Paid time off

401(k) Savings and Investment Plan

Life insurance

Parental leave

Job summary

Archer is seeking a Senior Customer Service Specialist to provide day-to-day technical support for end-user hardware and software, including project-based support for desktop, laptop, and network systems. You will troubleshoot issues, document resolutions, and assist with telecom moves and changes while escalating where appropriate.

The role emphasizes exceptional customer service, strong communication, and the ability to manage multiple tasks in a fast-paced environment.

Qualifications

• At least 2 years total combined work experience and completed higher education.
• Experience in office support, call center or phone support work experience (preferred).
• At least 1 year operating systems support work experience (preferred).
• At least 1 year of end-user device support and troubleshooting work experience (preferred).
• ITIL Foundations Certification and/or CompTia A+ and/or Microsoft Certifications are preferred.

Responsibilities

• Provide day-to-day technical support for end-users hardware and software needs and project-based support.
• Troubleshoot hardware and software issues and document resolution.
• Install, configure, update end-user desktop and laptop software with support as needed.
• Perform telecom moves, adds, and changes for end-users.
• Coordinate, monitor, and resolve installations and upgrades.

Skills

Customer service

Technical support

End-user hardware

Education

Associates degree (Higher Education, Higher National Diploma)

ITIL Foundations Certification

CompTia A+ Certification

Microsoft Certifications

Job description

Archer is collaborating with Oracle to connect them with exceptional professionals for this role.

About The Team

Provide day-to-day technical support for end user hardware and software needs.

Description

As a member of this fast-paced, leading edge database/applications company, work with the team to deliver real time 24x7 enterprise-wide technical support for internal and/or external customers. This includes, but is not limited to: user support of end-user hardware and business applications, troubleshooting of technical problems and acting as a liaison between customers and resolving groups.

Works on assignments that are moderately complex in nature where judgment is needed in resolving problems and making routine recommendations. Follows standard practices and procedures. Normally receives no instructions on routine work and general instruction on new assignments. Exceptional customer service and interpersonal skills. Strong written and verbal communication skills. Ability to organize, prioritize, and manage multiple tasks simultaneously. Team player. Strong attention to detail.

Responsibilities

As a Senior Customer Service Specialist, you will provide day-to-day technical support end-users hardware and software needs and project-based support. You will provide routine, technical support and maintenance for desktop, laptop, and network systems including hardware, application software, operating systems, and connectivity. In addition, you will be responsible for troubleshooting hardware and software issues and document resolution with support as needed while also repairing or replacing defective equipment with support as needed. As a team member, you will also install, configure, update end-user desktop and laptop software with support as needed, and prioritize and escalating issues when appropriate. Your responsibilities will also include performing telecom moves, adds, and changes for end-users with limited support. Finally, you will use knowledge transfer forums to identify and resolve problems and contribute to all desktop or telecom support phases, including coordination, monitoring, tracking, and resolution related to client installations, upgrades, software, hardware, operating systems, and operating system configuration issues.

Basic Qualifications

• At least 2 years total combined work experience and completed higher education

Preferred Qualifications

• Associates degree (Higher Education, Higher National Diploma)
• At least 1 year of office support, call center or phone support work experience
• At least 1 year operating systems support work experience
• At least 1 year of end-user device support and troubleshooting work experience
• CompTia A+ Certification and / or Microsoft Certifications
• ITIL Foundations Certification

Expectations

• Must reside in or around the Columbia, MO area
• Willing to work additional or irregular hours as needed and allowed by local regulations
• Work in accordance with corporate and organizational security policies and procedures, understand personal role in safeguarding corporate and client assets, and take appropriate action to prevent and report any compromises of security within scope of position
• Perform other responsibilities as assigned

Qualifications

Disclaimer:

Certain U.S. based or U.S. customer or client-facing roles may be required to comply with applicable requirements, such as immunization/occupational health mandates, and/or drug testing requirements.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range in USD from $19.09 to $36.35 per hour; from: $39,700 to $75,600 per annum.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:

• Medical, dental, and vision insurance, including expert medical opinion
• Short term disability and long term disability
• Life insurance and AD&D
• Supplemental life insurance (Employee/Spouse/Child)
• Health care and dependent care Flexible Spending Accounts
• Pre-tax commuter and parking benefits
• 401(k) Savings and Investment Plan with company match
• Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
• 11 paid holidays
• Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
• Paid parental leave
• Adoption assistance
• Employee Stock Purchase Plan
• Financial planning and group legal
• Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

As part of Oracle's onboarding process and consistent with applicable law, US-based employees are required to complete identity verification, which involves the collection and processing of their biometric information. Accommodations to this requirement may be granted following an individualized assessment.