Kforce Professional Staffing is currently recruiting for a Technical Systems Support specialist for a long term contract in W. Columbia, SC. This individual will support international clients.
Please review the following description and email your resume and how you fit this requirement to Rebekkah Littman at Rlittman@kforce.com or call me at 937-449-1734. We can discuss further steps.
The ability to read, understand, and communicate complex technical information in Spanish and English is required. The TSS must have the ability to apply factors of effective listening, such as displaying interest, not interrupting when another is speaking, asking appropriate questions and withholding judgments. Ability to express ideas in an organized, articulate, and concise manner. Professionalism by continually maintaining a positive attitude and communication style even in critical or stressful customer situations. Ability to work with others cooperatively. Ability to support others on the team.
Key Areas of Responsibility: Project manage all resources needed to resolve a customer’s problem including: •collaborating with other analysts and Solution Engineers, as appropriate, develop the Problem Isolation and Solution Creation plans to uncover the root cause and the fix for the problem •own the problem resolution process including: identifying and project managing third party suppliers, providing control and follow-up for the resolution activities, and, as appropriate, personally solving the customer’s problem •assess the risks, business impact (including financial) and technical resource impact of the solution alternatives •with the Customer, operationalize/socialize the solution including: presenting and gaining agreement for the recommended Problem Isolation Plan, Solution Creation Plan, and the Solution Implementation Plan •engage the Customer Account Team if the customer will not accept any proposed resolution to the problem •provide feedback to the Solution Engineer or update the rediscovery database •evaluate performance and provide feedback for the supplier performance, process improvements, and case documentation Review the Knowledge Base and utilize experience to identify trends, anomalies, and patterns, and communicate results •use available systems tools to assess data •identify patterns, provide feedback, and make suggestions for process, product, system, tool, and organizational improvements Record information into the system •Effectively document problems and solutions and verify and make appropriate corrections to the incident record and customer profile •write and/or create technical documents as appropriate •Identify processes, products and services areas of improvements and team with other analysts to improve the process Contribute as a team member •participate in team meetings and activities •participate in objective setting, performance management, reward and recognition programs •participate in special projects to continuously improve processes, tools, systems and organization •be aware of Corporate Equal Opportunity/Affirmative Action programs and guidelines and is responsible for providing equal opportunity to all associates in all phases of the business Personal Development •participate in planning and implementing personal and career development activities •actively develop job related skills Scope Problem resolution may involve multiple sources of resource expertise from a variety of internal and external supplier organizations in order to solve a problem or research an issue that has no documented history or precedence. The position may involve support for multiple product lines and industries, customers from varying countries, cultures, and languages. Work Environment
•The Technical Support Specialists works in a fast-paced, demanding technical customer support center environment that requires timely solutions to complex technical problems, often of a critical nature to the customer. •New technology developments and expanded support services require continual skill expansion and enhancement, often in an on-the-job environment. •The work environment requires rotation in work hours, pager rotation, and or extended hours, as needed, to accommodate customer needs. •This position will also be supporting International customers and the ability to speak Spanish in addition to English is preferred, but not required. Full background check once engaged.
- Location: W. Columbia, SC
- Compensation: 12.00 - 14.00
- This is a contract job.
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- Phone calls about this job are ok.
- Please do not contact job poster about other services, products or commercial interests.