Velocitor Solutions - Charlotte, NC
posted 2 months ago
Full-time - Entry Level
Remote - Charlotte, NC
101-250 employees
Professional, Scientific, and Technical Services
About the position
The Support Specialist role at Velocitor Solutions is designed to provide efficient first-level technical support to end-users and IT specialists. This position serves as the initial point of contact for technical inquiries, focusing on resolving incidents promptly while documenting each step thoroughly. The role requires a detail-oriented and customer-focused individual who thrives in a fast-paced environment, contributing to the company's mission of delivering outstanding service to clients.
Responsibilities
- Assist end-users and IT specialists by phone and email with first-level technical support, resolving incidents at the Tier I level.
- Create or update tickets with detailed documentation outlining the problem, troubleshooting steps taken, and final resolution.
- Follow training and documentation for necessary troubleshooting steps.
- Escalate complex issues to senior staff and collaborate on projects and troubleshooting as needed.
- Respond promptly to requests when resolving issues.
- Document changes within established parameters and escalate those needing higher-level review.
- Contribute knowledge to maintain the Knowledge base and participate in group chat environments as a resource.
- Learn about new clients and follow set policies and procedures when assisting them.
- Provide timely responses to client and management requests, including regular status updates.
- Demonstrate ownership of client issues with minimal assistance after the initial training period.
- Maintain an above-average standing on individual scorecards, including calls handled and average handling time.
Requirements
- Strong problem-solving skills and attention to detail.
- Ability to adapt quickly to changing situations.
- Excellent communication skills, both verbal and written.
- Experience in technical support or a related field is preferred.
Nice-to-haves
- Familiarity with IT support ticketing systems.
- Experience in a fast-paced customer service environment.
Benefits
- Health Insurance
- Work From Home options
- Free insurance options paid by the company
