Technical Support Specialist

Sun Communities & Sun Outdoors; Southfield (MI); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Medical coverage

Dental & Vision

401(k) Plan

Paid time off

Parental leave

Job summary

Sun Communities & Sun Outdoors is seeking a Concierge Specialist to provide business process, software, technical, and operational support for internal team members. You will collaborate with internal teams to help Sun staff locate resources needed to perform their duties, contributing to a positive, organized, and productive work environment.

Key duties include handling support via phone, tickets, email, and chat; managing high volumes of communications; acting as a resource SME using Sun's

Qualifications

• 2 years in customer service
• 1 year resolving issues for remote users
• 6 months in help desk experience (preferred)
• Proficient in Windows & MS Office
• Ability to communicate clearly via phone, email and chat

Responsibilities

• Provide proficient support to all team members via phone, tickets, email and chat
• Manage large volumes of inbound/outbound communications promptly
• Serve as SME for locating resources via Sun's Knowledge Base
• Deliver information to empower teammates to find resources independently
• Offer exceptional customer service with patience for internal customers
• Provide troubleshooting and problem-solving assistance to resolve issues quickly
• Assist with password resets, tickets, remote screen sharing, and related tasks
• Gather information and document troubleshooting steps and outcomes
• Maintain knowledge of Sun's resources and systems to assist inquiries
• Support audio/visual needs for all locations as needed
• Assist with devices, troubleshooting, repairs, and peripheral/software replacements
• Document gaps in processes and policies
• Other duties as assigned

Skills

Customer service

Technical troubleshooting

Remote support

Communication skills

Time management

Problem solving

Education

High School Diploma or GED

Experience with related education/experience

Tools

CRM software

Knowledge Base systems

Windows & Microsoft Office

Job description

Overview

As a member of Sun's Concierge team, the Concierge Specialist provides business process, software, technical, and operational troubleshooting and support services for internal team members. They partner with internal teams in varying capacities to ensure Sun team members are able to effectively locate the resources they need to perform their job duties. Additionally, they play a significant role in building a positive, well organized, and productive work environment.

Overview

As a member of Sun's Concierge team, the Concierge Specialist provides business process, software, technical, and operational troubleshooting and support services for internal team members. They partner with internal teams in varying capacities to ensure Sun team members are able to effectively locate the resources they need to perform their job duties. Additionally, they play a significant role in building a positive, well organized, and productive work environment.

Job Duties

• Provide highly proficient support to all team members via telephone, support tickets, email, and online chat (Essential)
• Manage large amounts of inbound and outbound communications in a timely and effective manner (Essential)
• Serves as subject matter expert for locating key resources to assist team members in performing their job duties, including extensive use of Sun's online Knowledge Base (Essential)
• Deliver information and share resources with team members requiring assistance in a manner which empowers them to seek resources independently (Essential)
• Utilize exceptional customer service skills while exhibiting patience to exceed internal team members' expectations (Essential)
• Provide troubleshooting and problem solving assistance to resolve issues promptly
• Perform routine tasks such as resetting passwords, responding to support tickets, provide remote screen sharing assistance, etc.
• Gather information, obtain feedback, and acquire written documentation during troubleshooting activities and resolution
• Maintain strong working knowledge of key people resources to assist team members in performing more complex job duties
• Maintain working knowledge of Sun's key systems, processes, and people to assist with supporting team member inquiries
• Document gaps in availability of documented processes and policies
• Provides support for audio and visual needs for all locations, when needed
• Assists with the support of all existing company devices, including troubleshooting, repairs, and replacement of peripherals and software, as needed.
• Other duties as assigned

Requirements

• High School Diploma or GED (Required)
• In lieu of the above education requirements, a combination of experience and education will be considered.
• 2 years in experience in a customer service role (Required)
• 1 year in experience resolving issues for remote users (Required)
• 6 months in previous help desk experience (Preferred)
• 6 months in experience using online CRM, property management, financial, and online database software (Preferred)
• Thorough knowledge of technical hardware, including operating systems, networking, and computer repair (Preferred)
• Reading comprehension and basic math skills
• Ability to identify internal team members' needs, clarify information and requests, and provide recommended solutions
• Ability to follow directions and verbally give directions via phone or internet chat
• Strong communication, multitasking, and time management skills
• Ability to work independently as well as part of a team
• Demonstrated ability to use technology and online systems effectively, including advanced ability to perform online searches
• Proficient in Windows computer operating environments with strong knowledge of Microsoft Office suite
• Ability to work a flexible schedule, including evenings and weekends, with ability to work occasional overtime as needed
• Ability to be highly customer focused and adapt to different personality types/communication styles
• Strong attention to detail
• Preferred Certifications/Licensures:(CompTIA A+ (Computer service technicians))

Benefits

At Sun Communities, you will be part of an industry-leading organization where you will be challenged, inspired, rewarded and transformed. We place a high priority on our team members, and this is a big part of what sets us apart. We will ask you to give us your very best every day, and will challenge you with interesting work, stretch assignments, a collaborative and supportive work environment and plenty of learning and growth. In exchange, we will reward you with great pay, advancement opportunities, paid time off, great benefits, and flexibility.

• Comprehensive Medical and Prescription coverage with 4 plan options so you can choose the plan that best meets the needs of you and your family
• Comprehensive Dental and Vision Plans
• On-Site Fitness Center
• Voluntary Health and Dependent Care Reimbursement Accounts
• Life, Accidental Death & Dismemberment Insurance and Dependent Life
• Short and Long-Term Disability Coverage
• 401(k) Plan with Sun matching contribution
• Employee Assistance Program
• Identity Theft Insurance
• Legal Assistance Plan
• Pet Insurance
• Tuition Reimbursement program providing financial support to team members who further their formal education
• Vacation RV Site Discounts for team members when visiting Sun resorts across the nation
• Team Member Perks & Discounts program with hundreds of discounts on things like travel, merchandise, mobile phone service, and more
• Up to six weeks of paid parental leave for the birth of a child, adoption, or placement of a child
• Paid Time Off including ten holidays, vacation, personal, sick time, bereavement and pay for jury duty