IT Customer Support Specialist

IT Customer Support Specialist

Hattiesburg, MS, USA Req #250

Wednesday, September 4, 2024

MORE THAN A JOB! If you are an ambitious individual looking for a fulfilling and challenging career, you can find it at one of Jones Capital's family of companies.

Today, our companies are pushing the boundaries of what's possible, yet still holding true to the values that founded our first company in 1949.

That's why working with us is more than a job, it's a rewarding lifelong experience.

WANT TO HELP SHAPE THE FUTURE OF AN INDUSTRY? BECOME ONE OF JONES!

JOB SUMMARY

We are seeking a dedicated IT Customer Support Specialist to join our team.

The ideal candidate will provide technical assistance to our internal customers, helping them to resolve issues related to computer systems, software, and hardware.

The IT Customer Support Specialist will deliver outstanding customer service, ensuring high levels of customer satisfaction and loyalty.

DUTIES & RESPONSIBILITIES


* Technical Support: Respond to customer inquiries via phone, email, or chat.

Diagnose and troubleshoot technical issues, guiding customers through step-by-step solutions.


* Issue Resolution: Identify, research, and resolve technical problems in a timely manner.

Escalate unresolved issues when necessary.


* Documentation: Maintain detailed records of customer interactions, including issue descriptions, troubleshooting steps, and resolution outcomes.

Update the knowledge base with new solutions and best practices.


* Software and Hardware Support: Assist customers with the installation, configuration, and maintenance of software and hardware components.

Provide support for operating systems, applications, and network issues.


* Customer Training: Educate customers on product features, usage best practices, and self-service resources.

Conduct training sessions or webinars as needed.


* Performance Monitoring: Monitor system performance to ensure optimal functionality.

Proactively identify potential issues and recommend improvements.


* Feedback and Improvement: Gather customer feedback to identify common issues and suggest enhancements to products or services.

Collaborate with other teams to implement change.

QUALIFICATIONS


* Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.


* Minimum of 5-7 years of experience providing customer support.


* Intellectually inquisitive and analytically strong.


* Excellent communication skills, with ability to translate, package, and present complex topics to business leadership.


* Strong work ethic and adherence to Jones' Core Values.

TECHNICAL SKILLS


* Proficiency in Windows and Mac operating systems, Microsoft Office 365, Entra ID, Microsoft conditional access, and common software applications.


* Familiarity with networking concepts and troubleshooting.


* Knowledge of scripting languages (e.g., Python, PowerShell) for automation.

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