Network Support Associate

Position Title: Network Support Associate

Location: Austin, TX

Department: Manuf. & Operations (DEPT_MFGOP), North America (DIV_DFS_NAM)

Remote, Hybrid, or Onsite? Hybrid

Hiring Manager: David Santos

Additional Headcount or Replacement (if replacement provide name): Replacement – Daren Verhage

Position Summary This role is a customer-facing position that supports the company's mission by delivering the highest level of customer service and support by engaging with customers primarily through tickets and phone. The Specialized Technician also serves as the first escalation point and supports customers through supplementary platforms

vision for success

• Suit up and show up every day with a great attitude.
• Provide fanatical customer service to our clients.
• Deliver the best solution to customers every time.
• Document everything and do it with tremendous detail.
• Be an invaluable member of your team.
• Be a voracious learner and demonstrate growth.

Responsibilities

• Provide technical support to customers and end users.
• Continuously demonstrates a truly empathetic concern for our customer’s issue
• Working knowledge of PC software such as Microsoft Word, Excel, Office
• Provide problem resolution; create service request with proper coding
• Utilize basic networking knowledge of IT systems, including client LAN/WAN environments, private/public IP address space, DHCP, DNS, TCPIP Fundamentals to provide this support
• Flexibility to adapt to new technologies and processes.
• Aptitude to evaluate and become proficient in new (or new to you) technologies, processes, skills
• Track, monitor and maintain requests, incidents, and escalations in the ticketing system
• Analyze recurrent issues and recommend fixes or report to developers for further investigation
• Be willing to learn additional products to troubleshoot Hydraulic, Dispenser Payment and Forecourt controller applications.

Qualifications

• Technical, Electronic or Computer-related Associate’s Degree or Certificate, preferred
• 2+ years Technical support, call center, customer support experience desired if no degree or certificate
• Ability to multi-task (read, type, talk simultaneously and work with multiple systems. Oracle, Telephony, etc.)
• Takes ownership of all tasks and commits to high quality results
• A track record of self-improvement and continuous learning
• Strong keyboarding skills (typing 40 wpm)
• Problem Solving skills.
• Ability to comprehend, analyze and present data effectively
• Ability to work various shifts, including weekends and holidays
• Satisfactory Attendance required
• Ability to sit for extended periods of time
• Ability to work in excess of 8 hours per day
• Ability to seamlessly adapt to changes quickly
• Exceptional telephony utilization, communication skills, active listening, and customer-care
• A demonstrated logical approach to troubleshooting
• Consistently maintain a superior level of professionalism
• Understanding and usage of various support tools such as telephony, ticketing platforms, and knowledge bases
• Technical trouble shooting experience
• Remote trouble shooting experience

Physical Requirements ☒Normal Office ☐Heavy work (lift 30-50 lbs.)

☒Light work (lift 10 lbs.) ☐Very heavy work (lift over 50 lbs.)

☒Medium work (lift 11-30 lbs.)

☒Other Physical Requirements (note)

• The employee frequently is required to sit for extended periods of time and use hands to operate computer keyboard, telephone and basic office equipment
• While performing the duties of this job, the employee is regularly required to talk and hear

Mental Requirements: (as presently performed to accomplish essential functions) ☒Reading, Writing, Calculating

☒Social Interaction Skills

☒Reasoning/Analysis

☒Works with Minimal Supervision

Language Requirements ☐Other Mental Requirements (note):

Ability to effectively speak, read and write English