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Customer Support Consultant( Contract )
REFERENCE # 18-00214
TITLE # Customer Support Consultant

Meet Your Recruiter


Karen Schur
Senior Technical Recruiter & Resource Manager
Phone: 860-674-1636 ext: 259
Email: kschur@itechsolutions.com
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LOCATION Bloomfield, CT
POSITION TYPE Contract
EXPERIENCE LEVEL

Meet Your Recruiter


Karen Schur
Senior Technical Recruiter & Resource Manager
Phone: 860-674-1636 ext: 259
Email: kschur@itechsolutions.com
View ALL Jobs for Karen Schur
View FEATURED Jobs For Karen Schur


Customer Support Consultant

Requires sufficient knowledge of IT operations, responsibilities, work flow processes and procedures to resolve most inquiries independently. Good analytical and communication skills, sound judgment, and the ability to work effectively with client and other IT staff. Understands customer's issues and demonstrates real concern. Customer centricity is a must. Establishes credibility quickly by following up and taking initiative. Defines problems quickly and follows up on all open tickets/issues within specified timeframe. Demonstrates creativity in generating solutions. Proactively translates technology into a business solution which addresses a problem not expressed by the customer and enhances the business result. Must be able to multi-task and handle all LOB skills. Must be able to work with minimal supervision. Assist greeter with all responsibilities when busy and to help with flow of traffic.

Responsibilities:
  • Meet and greet Client customer/employees to answer questions and resolve problems related to all LOB's to Client products and services. Triage customer technical problem and determine if further technical assistance is needed. Maintain documentation on incoming issues via Technology Solution Zone registration tool including steps and actions taken to resolve customer issues. Either immediately resolve issue or assign technician to assist customer.
  • Work with a technical staff of five in Bloomfield, CT location. Provide excellent customer support for all technology products and services. Resolve issues within a specified timeframe per our SLA's (Service Level Agreement). Refer unresolved issues and escalate problems to appropriate technical support groups identified in the Customer Support Process, ensure resolution is achieved.
  • Identify opportunities for process improvement and problem elimination. Continually focus on learning new technologies to support rapidly changing and expanding environment. Present a positive, customer-focused image. Must be able to provide high level summaries to supervisor when required during an incident situation and or project updates.
  • Understands Customer Satisfaction is key to the overall success of the first Technology Solution Zone! Present a positive, customer-focused image.


Level One Support
  •  Password resets
  • A/iMail enrollments and troubleshooting
  • NexiTem Requests - Upgrades, new orders, international, number porting, etc.
  • Xen Mobile enrollments
  • WebEx and other basic software training
  • Access requests (Access Management, Licensed Software, IT Exception, etc.)
  • RSA/VPN troubleshooting
  • Standard software installs (e-shopping)
  • Any other standard support process that does not require advanced troubleshooting
For more information please contact Karen Schur at 860-979-0919.

Since 1995, iTech Solutions Inc., has been providing IT Consulting and Direct Hire Services to the Insurance, Financial, Communications, Manufacturing  and Government sectors with local offices in Connecticut, Minnesota, Colorado,  Massachusetts, Tennessee, and New Jersey / Pennsylvania area. 

Our recruiting strategy is simple, if you want to find qualified IT professionals then use IT professionals to find them.   So at iTech Solutions,  our personnel are all career IT professionals with a wide range of IT experience.  We can honestly say our staff understands the technologies, the complexities of finding and selecting the appropriate personnel and the pressures of running successful IT projects.  


Employer will not sponsor applicants for any employment visas, at hiring or in the future, including but not limited to H-1B visas. Corp-to-Corp or subcontract personnel will not be considered for this position.
 
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iTech Solutions is a National Professional Services Firm, specializing in Technical Staffing, Recruiting and Consulting Services for Information Technology, Engineering and Business professionals. iTech Solutions, Inc. does not support and will not post: Any posting that does not comply with applicable laws relating to labor and employment, equal employment opportunity and employment eligibility requirements; and Any posting that requires U.S. citizenship or lawful permanent residence in the U.S. as a condition of employment, unless otherwise required in order to comply with law, regulation, executive order, or federal, state, or local government contract.
iTech Solutions, Inc is an equal opportunity employer.
iTech Solutions is a E-Verify program participant. This employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's Form I-9 to confirm work authorization.
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