IT Customer Care Specialist - Buffalo, NY

Job description

Position Summary

Provide on-site technical support of the company’s computer hardware and software systems to insure smooth operations and minimal down time.

Objective

Provide on-site technical support of the company’s critical business, financial, departmental and communication applications to insure smooth operations and minimal down time. Additionally, support the delivery and effective operation of the BV network, computers, desk phone, smartphones, printers, copiers, AV equipment and other technical devices. Provide specified on-site technical support for IT projects including critical application rollouts and upgrades, office openings, closings, moves and resizings, network upgrades, phone system installations, newly acquired company integrations, and other projects. Work with IT Help Desk, operations team, network team, project managers and developers as well as working with technical vendors and providing consultative assistance for purchasing of IT hardware and software. Track all work in IT ticketing system, track all time and provide IT management and business users with required periodic reports.

Major Roles & Responsibilities

· Provides direct leadership to a team of 8 to 12 Customer Care Specialists – (in house and remote agents) who are tasked with technical support to computer users connected locally and remotely to the BV network, including business, financial, departmental and communication applications, computer hardware, off the shelf software, desk phones and smartphones, network/password and multimedia support.
· Act as Subject Matter Expert and escalation point for in house and remote Customer Care agents
· Track, report, and develops enhancement plan to achieve KPIs while delivering exceptional customer service on every contac
· Interface with 3rd party vendors for procurement of Hardware and Smart Devi
· Works collaboratively with the Customer Care Manager and Customer Care specialists to develop and maintain knowledge base and documentation to improve service quality.
· Provides regular and timely feedback on performance to Customer Care agents (local and remote) and coaches to improve performance / gain operational efficiencies
· Compete specific task identified on project plans for critical IT projects including application rollouts and upgrades, office openings, closings, moves and resizings, network upgrades, phone system installations, newly acquired company integrations, and other projects
· Help maintain computer software license compliance
· Provide after-hours and weekend tech support from when needed

Knowledge, Skills, Abilities

· Solid understanding of Information Technology concepts including PC Hardware, Windows, Software, Email, the Internet, Networking/Password management, VOIP, Phone Technology, Smartphones, and Multi-Media, with ability to troubleshoot problems in all ares
· Stronganalytical, problem solving, and administrative skills (organized, efficient and versatile)
· Leadership/Entrepreneurial skills helpful – must be able to work autonomously
· Good Communication, Phone, Listening and Customer Service Skills
· Professional, Courteous and Pleasant personality

Experience and Educational Background Required for the Job

SPECIALIST I :

· 4 year degree in an IT related or technical field; or
· 2 year degree in an IT related or technical field with 2 years of IT related experience
· A+ Certification or similar experience
· Network+ Certification or similar experience
· Lotus Notes experience and Cisco VOIP experience a plus
· Experience supporting business, financial, department and communications applications a plus