Technical Support Specialist

US-CO-Westminster
1 month ago
Job ID
2017-1210
# of Openings
1
Category
Customer Service/Support

Overview

Who We Are: Reed Group is a dynamic, fast growing organization that works in a niche industry most commonly known as Third Party Administration. We are known for being a leader in managing absences for major companies including Fortune 100 companies. More specifically, instead of employers managing the process when an employee needs to go out on leave for FMLA (the family medical leave act) or for Short Term or Long Term Disability, we handle it for them. As a result we have a large customer operations team of talented individuals who manage our client’s employee cases.

We build the software (we have a large group of developers) to manage the entire work flow which is why you could easily think of us as a technology company. We also have a content business called MDGuidelines that contains treatment recommendations for best managing an employee back to work.

Right now we are over 1,900 employees (and growing daily).

 

The Reed Group Mission: We are about helping people get back to work. Often, this means helping people through difficult times in their lives. We help doctors do their best for their patients and we help employees protect their jobs. Our mission is: We believe there's a better way to help employers increase productivity, improve healthcare quality and help employees back to productive life.

Responsibilities

PURPOSE:   The Technical Support Specialist is part of a team responsible for 24X7 customer and technical support, including: triaging incoming incidents; ensuring that incidents are resolved upon the first contact withTechnical Support whenever possible; troubleshooting, documenting and logging requests; providing ongoing support until the issue is resolved. The Technical Support Specialist recognizes the importance of their work, its financial, social and compliance implications as a primary goal while ensuring that Reed Group’s high standards for Customer Service/Support are met.

ESSENTIAL FUNCTIONS:

  • Triage incoming Incident requests for Reed Group internal systems and customer-facing applications/products; log them into internal defect tracking system. Troubleshoot and resolve or route to appropriate individuals/groups for resolution when appropriate. Update tickets as appropriate and own customer experience from start to finish.
  • Resolve access, permissions, and functionality problems for Reed Group equipment and systems, including Office 365 user administration, telephony, and end-user support in a variety of environments including terminal server and VDI connections for both Reed Group employees and Reed Group contractors and partners.
  • Troubleshoot hardware and software issues in a Windows environment. Knowledge with Active Directly, basic networking and troubleshooting skills a must.       Image and prep laptops for deployment.
  • Complete or appropriately route requests for access to Reed Group systems based on current company policy and Information Security guidelines.
  • Work with multiple vendor support teams for applications and infrastructure platform support, including entering and tracking trouble tickets in vendor ticketing systems.
  • Provide application support and guidance for proprietary Leave of Absence Management software products, to Reed Group internal and external customers while adhering to Reed Group’s established SLA’s.
  • Act as liaison between internal and external Customers and Reed Group Software and Technology departments for timely resolution of requests.
  • Participate in on call rotation
  • Maintain a high level of integrity, courtesy, respect and discretion while interacting with internal/external customers and vendors.
  • Adhere to departmental procedures and best practices, and look for quality improvements whenever efficiencies or quality standards are not met.
  • Working with customers via a variety of contact methods, including a phone queue, instant messaging, group chat applications, and email.
  • Serve as incident manager for Severity 1 and 2 incidents with Reed Group systems, including follow up and delivery of root cause analyses, adhering to Reed Group SLAs.
  • Assist in updating and maintaining the team’s customer-facing SharePoint site including posting status updates, creating new self-service documentation for customers, and managing links to FAQ and self-service information.
  • Maintain the ticketing system’s end-user portal, including creation of new ticketing categories and templates, based on identification of trends or tracking needs.
  • Assist with daily, weekly, and monthly reporting as required.
  • Regularly review department metrics to identify incident trends and escalate appropriately.

 

OTHER DUTIES:

  • Attend department and company meetings
  • Provide peer-to-peer training as needed
  • Other duties as required

Qualifications

  • Experience working Tier 1, Tier 2, triage or other help desk roles, especially in a Windows environment
  • Experience with office automation and technical support applications/systems, including RightFax, Cisco Unified Information Center, MS Office, VMWare, remote viewing in VDI environments, SysAid, Team Foundation Server, SharePoint.
  • Customer service experience
  • Ability to work in a fast-paced environment and under pressure
  • Advanced Windows, MS Office/O365, and/or Networking training or certification preferred

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