GSD Global Support Specialist - Mission Support Team
Epej Churchemployment · Riverton, Utah, United States · hybrid
Are you interested in joining the Mission Support Team? Learn more about this open position here:
The Global Tech Support Specialist supports a wide range of desktops, laptops, tablets, smartphones, software, operating systems, and policies and procedures for The Church of Jesus Christ of Latter-day Saints. This role serves as the initial point of contact as well as an escalation point for Global Tech Support representatives. This person gathers and analyzes information about the user's issue to answer intermediate to difficult questions about installation, operation, configuration, policies, procedures, and usage of assigned products to determine the best way to resolve their problem. The person in this role is expected to respond to customer inquiries in an accurate and timely manner using all forms of communication including phone, email, and electronic messages.
The Alternative Working Arrangement (AWA) for this position requires working a minimum of one day in the office and as often as business needs require; therefore, must live close. This AWA is subject to ongoing approval.
- Acts as initial point of contact and escalation for customers via telephone, email, or live chat to provide technical support of hardware, systems, sub-systems, applications and/or policies and procedures
- Provides technical support of hardware, systems, sub-systems and/or applications
- Handles escalated issues from Global Tech Support representatives
- Assists with navigating around application menus, may be required to remote into customer's computer
- Troubleshoot network connectivity issues, working with remote employees on a corporate or Local Unit network
- Develops and sustains a productive customer relationship, making the customer and their needs a primary focus
- Offers alternative solutions where appropriate
- Records all customer contact information in CRM system
- Escalates the most complex problems to the Product Managers/Engineers
- Performs work under limited supervision
- High School Diploma or equivalent required
- Associate degree or technical institute degree/certificate in Computer Science, Information Systems, Business or any combination of related education or experience up to a minimum of 2 years required.
- A+, MCP, Dell or other industry identified certifications are preferred
- Advanced knowledge of computer hardware, Church meetinghouse technology, network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, VPN software, supporting remote users
- Understanding of Active Directory to unlock and reset passwords
- Proficient with troubleshooting all Windows Operating systems
- Ability to communicate clearly and professionally, both verbally and in writing
- Outstanding customer skills, with the ability to empathize and professionally troubleshoot and resolve customer issues