Tech Support Specialist 1
New
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KinderCare Learning CompaniesEarly Childhood Education
Australia, Canada, India, Ireland, New Zealand, United Kingdom, United StatesFull-TimeEntry
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 1-2 years
- Required Skills
- MS OfficeCustomer serviceServiceNowTroubleshootingTechnical support
Requirements
- High school diploma or equivalent; 2 or 4-year college degree a plus
- 1-2 years of experience providing technical customer service support provided via phone and email
- Experience supporting technical systems such as Windows, Mac OS, laptops, mobile devices, and business applications
- Superb customer service skills and desire to help others
- Outstanding written and verbal English communication skills using phone conversations, email correspondence, and chat
- Excellent organizational and time management skills
- Ability to work in a fast-paced environment efficiently to achieve deadlines
- Intermediate MS Office skills; capable of running multiple applications and windows simultaneously
- Experience working with IT service desk tools, such as ServiceNow
- Bilingual: English & Spanish a plus
Responsibilities
- Serve as front line support for KinderCare’s corporate and field employees via phone support, ticketing system, and email
- Transform the interaction with our customers with emotional intelligence, compassion, and a determination to resolve technical issues in a timely manner
- Respond to customer issues and see problems through to resolution
- Diagnose and troubleshoot technical issues related to hardware, software, account maintenance, or connectivity
- Track and document issues until they are fully resolved, within the agreed time limits, providing timely and accurate updates to customers along the way
- Properly escalate unresolved issues to appropriate internal teams
- Prioritize and lead several open issues at one time
- Participate in building a robust knowledge base, authoring content, maintaining existing content, and promoting the use of self-service to employees
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