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Technical Support - KCS, ServiceNow, Phone Support, Customer Service, Tickets

Company: Software Management Consultants, Inc.
Location: Santa Ana
Posted on: March 20, 2020

Job Description:

Job Description Seeking a IT Specialist for the following role - Duties This position is the critical first line of support for consumer customers. Support customer inbound incidents and requests through phone, email, and chat via an externally facing secure website to diagnose problems. We are a Knowledge-Centered-Support ( KCS ) organization. It is expected that all will follow the KCS UFFA (Use it, Flag It Fix It, Add It) process to identify the problem in order to quickly determine the appropriate solution or if needed to escalate to the appropriate department to ensure an excellent customer service experience. Acquire and maintain current knowledge of relevant environments software and support policies in order to provide accurate solutions to customers. Assist in the developing and maintaining of a problem resolution knowledgebase. Available to work any shift - outside of normal business hours , possible weeknights and weekends. Document all calls in ServiceNow ticketing program. Deskwork Answering Trouble Tickets via Web or Phone 100 Skills Demonstrate excellent customer service skills via phone Solid communication, problem solving skills and telephone etiquette Minimum 1-3 years experience working as Tier 1 or Tier 2 Help DeskService Desk Support Associate Willingness to sit for long periods of time at desk to answer phones IM chats, etc. Ability to use Service Desk standards and follow guidelines, as well as help other interpret policy. Ability to work in a fast paced environment while multi tasking (Documenting in ServiceNow while asking questions and talking with customer) with a sense of urgency to resolve tickets in a timely manner. Education Two year technical degree or equivalent work related experience required. Required Skills HELP DESK SERVICE DESK KCS SERVICENOW TICKETS. Don't hesitate! Submit your resume today. SMCI is an EEO employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, national origin, disability, age, genetic information, marital status, military, and veteran status. Members of minority groups, Vietnam Era Veterans and individuals with mental or physical disabilities are encouraged to contact us regarding employment opportunities. In addition, in order to support the provision of business to minority-owned and Women-owned businesses (MWBE), such MWBE are encouraged to contact us regarding subcontracting business opportunities with our firm. (No third parties, please) (H1 sponsorship currently unavailable) (Local candidates only, please)PandoLogic. Keywords: Help Desk Specialist, Location: Santa Ana, CA - 92702

Keywords: Software Management Consultants, Inc., Santa Ana , Technical Support - KCS, ServiceNow, Phone Support, Customer Service, Tickets, IT / Software / Systems , Santa Ana, California

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