Technical Support Specialist

Technical Support Specialists

Sunnyvale

Scope :

Provide technical support to Corporate employees and contractors in person

Provide high level of customer service and professionalism in accordance with Corporate policies, practices, and expectations

Diagnose and troubleshoot technical issues according to Corporate expectations

Document issues, troubleshooting steps, and resolutions in ticketing system

Advocate for the customer. Own the issue and facilitate technical support from the initial contact to resolution

Escalate unresolved complex issues to appropriate support teams

KEY QUALIFICATIONS

Excellent customer service skills

Strong troubleshooting and problem resolution skills with the ability to probe, isolate, and diagnose problems without scripted documentation

Excellent English-language oral and written communication skills

Excellent time management and multi-tasking skills

Flexibility and adaptability to thrive in a dynamic, highly-demanding, constantly changing environment

Ability to maintain composure and customer-service focus in stressful situations

Motivation and ability to work as part of a distributed team

Conceptual understanding of IP networking and basic network troubleshooting skills

Conceptual understanding of multi-tiered and web-based information systems architecture

Experience providing hardware and software technical support for Macs, iOS devices, Apple Watch, and Apple TV

Experience troubleshooting macOS and iOS operating systems

Experience using an IT service management or CRM system for tracking technical support cases

Experience using a knowledge base system

The performance is to be kept within KPIs as defined by IS&T Support. This includes but is not limited to standards surrounding :

Punctuality and attendance; no more than 2 occurrences per month on average

Customer satisfaction surveys (CSAT) 98% or higher