Jones Companies - Hattiesburg, MS
posted 2 months ago
Full-time
Hattiesburg, MS
Truck Transportation
About the position
The IT Customer Support Specialist at Jones Capital is responsible for providing technical assistance to internal customers, resolving issues related to computer systems, software, and hardware. This role emphasizes outstanding customer service and aims to ensure high levels of customer satisfaction and loyalty. The specialist will engage in troubleshooting, documentation, customer training, and performance monitoring to enhance the overall user experience.
Responsibilities
- Respond to customer inquiries via phone, email, or chat.
- Diagnose and troubleshoot technical issues, guiding customers through step-by-step solutions.
- Identify, research, and resolve technical problems in a timely manner.
- Escalate unresolved issues when necessary.
- Maintain detailed records of customer interactions, including issue descriptions, troubleshooting steps, and resolution outcomes.
- Update the knowledge base with new solutions and best practices.
- Assist customers with the installation, configuration, and maintenance of software and hardware components.
- Provide support for operating systems, applications, and network issues.
- Educate customers on product features, usage best practices, and self-service resources.
- Conduct training sessions or webinars as needed.
- Monitor system performance to ensure optimal functionality.
- Proactively identify potential issues and recommend improvements.
- Gather customer feedback to identify common issues and suggest enhancements to products or services.
- Collaborate with other teams to implement change.
Requirements
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
- Minimum of 5-7 years of experience providing customer support.
- Intellectually inquisitive and analytically strong.
- Excellent communication skills, with the ability to translate, package, and present complex topics to business leadership.
- Strong work ethic and adherence to Jones' Core Values.
- Proficiency in Windows and Mac operating systems, Microsoft Office 365, Entra ID, Microsoft conditional access, and common software applications.
- Familiarity with networking concepts and troubleshooting.
- Knowledge of scripting languages (e.g., Python, PowerShell) for automation.
Nice-to-haves
- Working knowledge of Power Apps
- ITIL and other relevant certifications
Benefits
- Continuing education support
- Health and wellness initiatives
- Family-focused events that recognize and reward employees
