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Company Contact Info

  • Sacramento, CA
  • Experis

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Technical Support Specialist

Experis • Sacramento, CA

Posted 1 month ago

Job Snapshot

Full-Time
Computer Hardware, Computer Software
Information Technology

Job Description

Perform user/customer support tasks to assist clients utilizing our eligibility and enrollment technology products.
Receive incoming calls, emails and web-tickets from end users and other agency service desks / help desks; create incident tickets or service requests and logs all pertinent information. Conduct initial triage of customer issue; classify, prioritize and track incoming incidents and service requests. Ensure incidents and service requests are properly escalated and assigned to appropriate support groups including client leads, developers, and IT staff.

Document incident and service request resolutions; follow-up with required parties on outstanding incidents and understand status of each item on a regular basis.
Manage customer expectations on delivery of solutions or workarounds.
Effectively work with individuals of varying technical and business understanding; should be able to adjust communication style based on targeted audience.
Learn and stay current with eligibility and enrollment software products, customer social service programs and business rules.

Document and maintain internal service desk policies and procedures.
Executes SQL queries to aid in troubleshooting and resolution of customer issues.
Perform other related duties as requested (e.g. internal quality assurance testing, ad-hoc project requests, produce incident and service request reports).

Qualifications:
Minimum 2 years of experience working on an internally and/or externally focused service desk team supporting medium to large-scale, high-volume enterprise applications or recently graduated in the technical support field.
Excellent verbal and written communication skills
Able to work independently with little direction
Competent at working under pressure, adapting to changing environment, and multi-tasking
Knowledge and experience of customer service practices
Strong problem solving skills
Strong teamwork, ownership, and initiative skills

Education Requirements:
Bachelor's degree in Computer Science, Business Information Systems or related field preferred
Workflow, case management and/or eligibility and enrollment systems
Seapine Software TestTrack ticketing system
Knowledge or experience with SDLC, SaaS, .NET, SQL, IT network, New Relic application monitoring
Customer service call handling systems

Experis is an Equal Opportunity Employer (EOE/AA)

Job ID: FOX_11402760
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