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Customer Support Technician
Ref No.: 17-03703
Location: St. Petersburg, Florida
Customer Support Technician
St. Petersburg, FL
6 Month Contract 

Job Details:

Provides guidance to all offshore shifts within our Enterprise Command Center (ECC) providing Tier One support assistance of technical problems, system outages and maintenance with our support teams within Clinet Technologies. Acquiring a thorough knowledge of client products and services and effectively communicate the needs of the business to the team. Coordinate and measure operational readiness of the team. Liason with Client Technologies Infrastructure Support and Service Operations teams ensuring issue resolution within the timeframe as stated in the SLA.

Key responsibilities include:
• Lead the day-to-day ECC event management activities including the development of new policies & procedures, maintaining existing collaboration sites (training material/ procedural manuals) and helping develop the of ECC staff.
• Deliver excellent customer service through situation analysis
• Provide procedural and tools training, technical guidance, and direction to the ECC Event and Incident Team.
• Perform daily and weekly reviews of ECC monitoring involvement through tracking and reporting
• Mentor team members and share knowledge/expertise with the ECC Event and Incident Team
• Provide input to leadership with the performance reviews and hiring process
• Ability to effectively interface with all levels of management and providers

Required Skills:
• Ability to work independently and make sound decisions with minimal supervision and direction
• Superior written and verbal communication skills, with ability to develop written presentations for senior leadership.
• Displays attributes of a critical thinker and leverages innovative ideas
• Ability to conduct technical walk-through of data and data movement with Business/Technology partners
• Advanced desire to identify issues and problems, generate solutions and choose appropriate alternatives using analysis where problems are more complex
• Business operations experience/background strongly preferred.
• IT Helpdesk, Call Center, Junior level administration experience/background strongly preferred
• Experienced in the ITIL process suite and ITSM; certifications are a plus
• Proven ability to manage multiple efforts/projects
• Strong interpersonal skills and ability to lead cross-functional teams
• Ability to meet commitments and manage priorities in a fast paced environment

Experience Required:
• Prefer 3+ years of relevant experience