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IT Support Technician (Remote)

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

Posted 7 months 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.

 

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Candidates will be responsible for following the client's COVID-19 protocols. Please refer to your MATRIX representative for specifics.

About Us

At MATRIX, we expertly match talented professionals with job opportunities to elevate careers. Since 1983, we have placed thousands of professionals at innovative clients across every industry ranging from small startups to Fortune 50 companies. It’s why we’re a top 15 U.S. IT staffing firm and why our consultants rate us well above the industry average. People come to us for a job, and stay with us because of our top-notch consultant care.

For hourly W2 contract roles, MATRIX offers a highly competitive benefit package including Medical, Dental, Vision, Life, Disability, HSA, and 401(k) with pre and post-tax options. Please see https://www.matrixres.com/consultants-overview/benefits-and-payroll for more information. For direct hire placement with our clients, benefits will be offered in accordance with that particular client’s offerings. This may include PTO, Medical, Dental, Vision, 401K and other pre and post-tax options.

Motion Recruitment Partners is an Equal Opportunity Employer, including Veterans/Disability/Women. All applicants must be currently authorized to work on a full-time basis in the country for which they are applying, and no sponsorship is currently available. Accommodation will be provided in all parts of the hiring process as required under Motion Recruitment Employment Accommodation policy. Applicants need to make their needs known in advance.