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Tech Lounge Specialist - Jacksonville, FL

In Florida / United States

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Tech Lounge Specialist - Jacksonville, FL   

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JOB TITLE:

Tech Lounge Specialist - Jacksonville, FL

JOB TYPE:

JOB SKILLS:

JOB LOCATION:

Jacksonville Florida / United States

JOB DESCRIPTION:

Overview:

A Tech Lounge specialist will be taking directions from the local team leader to provide a range of services essential for the operation of a new client centric IT service model. Works with a team to provide outstanding customer service and support. A focus, energetic and enthusiastic individual, you will be tasked to quickly diagnose product issues, provide clear guidance and offer advice with patience and empathy to drive a overall better customer experience. Aim to resolve issues and get to a resolution quickly so the client can be up and running to minimize down time. Aptitude for learning and acquiring new skills with an eagerness to learn the latest technology in a fast paced environment. Possesses strong people skills and a knack for problem solving. Manages workloads and prioritize schedules. Have excellent time management skills and can make decisions quickly. Able to work confidently without supervision. Proficiency and knowledge of mobile technology, Windows based computers, hardware, and office suites applications. Maintains documentation such as guidelines, policies and processes. Ability to identify, evaluate and recommend enhancements to existing products, services, and technologies to prospective clients. Build relationship across group silo and collaborate on resolving complex IT issues.

Role:

Reporting to the Tech Lounge team leader, the Tech Lounge specialist will be working within a team structure to provide world class IT services to clients across the Bank. The Tech Lounge specialist and the Tech Lounge team will provide a full range of IT related services onsite as well as dispatch, including the support of IT hardware and software related to PCs, laptops, Thin Clients and corporate mobile devices.

Responsibilities

Provide onsite hands on technical support and insightful advice to customers

Focus on providing customers with best in class support experiences

Listen and in take all customer queries, requirements and needs with patience and empathy

Educate & share with customers on new technology and processes to enhance technology adaption

Provide guidance and training to customers on current technology and IT policies

Promote self-help through the use of Knowledge Base and technology specific portals

Provide continuous improvement on end user services offered to customers

Manage customer expectations accordingly to enhance Tech Lounge visit experience.

Duties:

Welcome and greet customers into the tech lounge and be ready to provide best in class customer service experience and support

You will diagnose IT issues on the spot and offer solutions to quickly get users up and running with minimum downtime.

Work with Tech Lounge team to ensure scheduling and calendar is at a steady run rate

Provide customers with training and advice on DB related technologies and updates during service visit

Perform IMAC activities as part of the Tech Lounge service offers

Utilize Service Now to record and track all incident related to service calls

Work with Tech Lounge team to provide coverage for a full business day

Provide written documentations, updates and root cause analyst on IT issues to management as needed

Create knowledge articles for new issues discovered where there're no existing KBs

Provide start of day and end of day health check status to management

Provide feedback on potential issues or concerns to mitigate risks in the future

Key Qualifications and Requirements

Strong people skills and a knack for problem solving

Ability to maintain composure and customer focus while troubleshooting and solving technical issues

Ability to adhere to a schedule of customer appointments

excellent time management skills and can make decisions quickly

Able to work independently, but at the same time support the team overall.

Minimum years of IT experience in customer support, client services or Technical support role

Bachelor Degree from an accredited college or University with a concentration in IT or Computer Science related discipline.

Position Details

POSTED:

Aug 04, 2021

EMPLOYMENT:

INDUSTRY:

SNAPRECRUIT ID:

S16174665977497197

LOCATION:

Florida / United States

CITY:

Jacksonville

Job Origin:

CEIPAL_ORGANIC_FEED

A job sourcing event
In Dallas Fort Worth
Aug 19, 2017 9am-6pm
All job seekers welcome!

Tech Lounge Specialist - Jacksonville, FL    Apply

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Overview:

A Tech Lounge specialist will be taking directions from the local team leader to provide a range of services essential for the operation of a new client centric IT service model. Works with a team to provide outstanding customer service and support. A focus, energetic and enthusiastic individual, you will be tasked to quickly diagnose product issues, provide clear guidance and offer advice with patience and empathy to drive a overall better customer experience. Aim to resolve issues and get to a resolution quickly so the client can be up and running to minimize down time. Aptitude for learning and acquiring new skills with an eagerness to learn the latest technology in a fast paced environment. Possesses strong people skills and a knack for problem solving. Manages workloads and prioritize schedules. Have excellent time management skills and can make decisions quickly. Able to work confidently without supervision. Proficiency and knowledge of mobile technology, Windows based computers, hardware, and office suites applications. Maintains documentation such as guidelines, policies and processes. Ability to identify, evaluate and recommend enhancements to existing products, services, and technologies to prospective clients. Build relationship across group silo and collaborate on resolving complex IT issues.

Role:

Reporting to the Tech Lounge team leader, the Tech Lounge specialist will be working within a team structure to provide world class IT services to clients across the Bank. The Tech Lounge specialist and the Tech Lounge team will provide a full range of IT related services onsite as well as dispatch, including the support of IT hardware and software related to PCs, laptops, Thin Clients and corporate mobile devices.

Responsibilities

Provide onsite hands on technical support and insightful advice to customers

Focus on providing customers with best in class support experiences

Listen and in take all customer queries, requirements and needs with patience and empathy

Educate & share with customers on new technology and processes to enhance technology adaption

Provide guidance and training to customers on current technology and IT policies

Promote self-help through the use of Knowledge Base and technology specific portals

Provide continuous improvement on end user services offered to customers

Manage customer expectations accordingly to enhance Tech Lounge visit experience.

Duties:

Welcome and greet customers into the tech lounge and be ready to provide best in class customer service experience and support

You will diagnose IT issues on the spot and offer solutions to quickly get users up and running with minimum downtime.

Work with Tech Lounge team to ensure scheduling and calendar is at a steady run rate

Provide customers with training and advice on DB related technologies and updates during service visit

Perform IMAC activities as part of the Tech Lounge service offers

Utilize Service Now to record and track all incident related to service calls

Work with Tech Lounge team to provide coverage for a full business day

Provide written documentations, updates and root cause analyst on IT issues to management as needed

Create knowledge articles for new issues discovered where there're no existing KBs

Provide start of day and end of day health check status to management

Provide feedback on potential issues or concerns to mitigate risks in the future

Key Qualifications and Requirements

Strong people skills and a knack for problem solving

Ability to maintain composure and customer focus while troubleshooting and solving technical issues

Ability to adhere to a schedule of customer appointments

excellent time management skills and can make decisions quickly

Able to work independently, but at the same time support the team overall.

Minimum years of IT experience in customer support, client services or Technical support role

Bachelor Degree from an accredited college or University with a concentration in IT or Computer Science related discipline.


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