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IT Support Technician (Remote)

  • Location: Tennessee, 38125-1128
  • Job Type:Contract

Posted 12 days ago

Position: IT Support Technician (Remote)
Location: Memphis, TN 38125 - Remote
Term: 12 months
Day-to-Day Responsibilities:
  • Serve as a system support quality assurance lead with the responsibility of providing leadership for overall support quality.
  • Provide guidance and mentoring.
  • Provide an escalation quality validation point.
  • Identify, research, and resolve complex technical problems.
  • Create and manage escalation procedures and ensure service levels are maintained.
  • Perform required documentation and monthly quality ticket review.
  • Track and monitor issues ensuring resolution in a timely manner.
  • Provides leadership, direction, and support to a team of IT Support colleagues.
  • Ensures IT Support processes and procedures are adhered to, and departmental objectives are met.
  • Acts as quality assurance by identifying, researching, resolving, and responding to technical and non-technical issues or questions from internal and external customers.
  • Monitors workloads and status.
  • Supports colleagues by providing advice on handling complex issues.
  • Ensures company customer service standards are met.
  • Communicates high visibility issues to immediate supervisor.
  • Maintains good client relationships.
  • Serves as a final level of quality for issue escalation research.
  • Continues to identify areas of improvement (process or employee).
  • Identifies, research, replicates issue, resolves and responds to issues or questions received from internal and external customers as needed.
  • Manages complex troubleshooting and software development issues as needed.
  • Maintains intimate knowledge of claim systems, adjuster job functions and company workflow and processes as needed to solve support related issues.
  • Escalates calls to the appropriate departments as needed.
  • Assists in the resolution of support issues to decrease downtime and to bring about high levels of satisfaction as needed.
  • Provides status and follow-up information to internal or external customers as needed.
  • Performs other duties as assigned.
  • Supports the organization's quality program(s).
Supervisory Responsibilities:
  • Administers company personnel policies in all areas and follows company staffing standards and training recommendations.
  • Interviews, hires, and establishes colleague performance development plans.
  • Conducts colleague performance discussions.
  • Provides support, guidance, leadership, and motivation to promote maximum performance.
Is this a good fit? (Requirements):
  • High School Graduate/GED.
  • 5 years of Help Desk or Technical Support Service experience.
  • Excellent customer service skills.
  • Proven understanding and knowledge of Quality.
  • Good knowledge of service center processes and procedures.
  • PC literate, including Microsoft Office products.
  • Leadership/management/motivational skills.
  • Analytical and interpretive skills.
  • Strong organizational skills.
  • Excellent interpersonal skills.
  • Excellent negotiation skills.
  • Good judgment and discretion skills.
  • Ability to manage multiple projects and set priorities.
  • Ability to work in a team environment.
  • Ability to meet or exceed Performance Competencies.
  • Ability to complete required number of monthly quality monitors.
Even better if you have:
  • Bachelor's degree from an accredited college or university.
  • Supervisory experience.