Job Description :
Desktop Support Associate Technician, Site Technology Operations
Full time
TeleTech is seeking a Desktop Support Associate Technician to join our Site Technology Operations team. We're a global company that is 46,000+ employees strong. Together, we are transforming the world of customer experience by helping our clients design and deliver simpler, more effective, efficient, and human customer service experiences that inspire customer loyalty and boost company profits.
What you'll be doing
This position provides sophisticated technical end-user support to internal desktop systems workstation setup and configuration, and routine tasks such as software/hardware upgrades. In addition, this position will be utilized to develop comprehensive project plans for application and system installations at one or multiple locations. Resolves reported desktop problems related to hardware, operating systems, and configuration issues through troubleshooting and research.
You will be responsible for
- Performing all Technology IT Desktop Support job responsibilities.
- Overseeing and supporting trouble ticket activity and work orders as required.
- Developing and verifying documented stepped procedures.
- Take ownership of projects and see them through to timely completion.
- Proactively recognize technical issues affecting the agent or call center production and recommend an effective solution.
- Being a Technical Subject Matter Expert (SME) for all desktop (production and support) applications.
- Taking responsibility for assigned from inception through deployment.
- Working co-operatively with other TeleTech technology units to provide superb quality customer service.
- Understanding and enforcing TeleTech policies and following all safety rules and regulations.
- Additional tasks and responsibilities assigned by the Team Lead and Technology Management.
Desired Skills and Experience
- Certifiable technical skills. Acceptable call center-related technical certifications include but are not limited to Bachelor's Degree in Computer Science and two years experience in maintaining desktop systems, or minimum certification as a Microsoft Certified System Engineer (MCSE) and two years experience in maintaining desktop systems.
- Excellent customer service skills as defined in terms of customer satisfaction.
- Must be familiar with the call center business and support multiple clients.
- Excellent time management and organizational skills.
- Demonstrated work experience in a networked client-server environment with experience with Microsoft TCP/IP and network environments.
- Demonstrate a commitment to continuous learning, obtaining appropriate certifications, and developing skills with ever-changing technology
- Must be willing to work on-site
What You Can Expect
- Dedication to your career growth and professional development
- Actively diverse and inclusive culture
- Community-minded organization committed to giving back
- Global team of curious lifelong learners guided by our company values
- And yes... all the competitive compensation, performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you
