Technical Support Specialist, Tier 2

Florida
Miramar
Position Type
Regular Full-Time

Overview

Come Be Apart

 

Arise is a pioneer of on-demand customer management technology and business process outsourcing. Our powerful cloud-based platform provides a virtual nationwide network to connect primarily work-at-home service professionals running small call center businesses to companies needing contact center and other business services. Built to scale, Arise makes the way for a superior customer experience for innovative enterprises from startups to Fortune 500 companies.

 

Your Opportunity at Arise:

 

Provide level 2 assistance for agents, clients, and corporate end users primarily through online chat, phone and emails.

Responsibilities

  • Respond / resolve technical issues from clients, agents, and corporate end users
  • Diagnose and resolve escalated technical issues until resolution in accordance with pre-determined escalation procedures
  • Open, capture details, resolve and close tickets in the IT Service Management application (Service-Now)
  • Ability to peruse multiple issues for commonalities, then diagnose and resolve the issue(s)
  • Present recommendations for additions and/or modifications to Service Desk knowledgebase to ensure information for troubleshooting issues and proven resolutions are repeatable by all support specialists
  • Monitors system status of network, servers, PBX and takes action when necessary
  • Prioritize time, tasks, project and ability to work independently
  • Ability to multitask in a very fast paced, high volume environment
  • Must be able to type 40 words per minute accurately
  • Perform other job duties as assigned

Qualifications

  • High School diploma or equivalent. (some college, A+, Network +, and Microsoft certifications a plus)
  • Minimum of 2 years recent and relevant helpdesk experience troubleshooting personal computer and various software applications such as Windows XP/Vista/7/8, Mac OS, Microsoft Office, Internet Security (VPN), Internet Explorer, Safari, Sun Java and various other applications
  • Experience troubleshooting TCP/IP (DNS, UDP/TCP, ARP), Microsoft Terminal Server, VMWare, Email, Citrix and client specific applications
  • Experience with web-based programming (HTML & JavaScript) is a plus
  • Experience with major incident triage, including management of outage bridge, documentation of troubleshooting, and ability to lead bridge-type meetings towards incident resolution is a plus
  • Must have excellent communication and customer service skills
  • A successful candidate would have service orientation and problem solving skills
  • Must be flexible and be able to succeed in a fast paced environment
  • Ability to work 1st or 2nd shift

Competitive Compensation and Benefits which include:

  • Health/ Dental/ Vision/ Flex Spending Benefits 
  • 401k, Retirement 
  • Great PTO and Holiday Plan!
  • Maternity/ Paternity Paid Leave
  • Life and Disability Insurance 
  • Tuition Reimbursement
  • Great Place to Work

 

When smart creative and passionate people get together, the results are astounding and the opportunities limitless.


Achieve your potential at Arise.


Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V

Next Steps

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