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Service Desk Triage Specialist - Cedar Rapids

Company: GreatAmerica Financial Services
Location: Cedar Rapids
Posted on: June 15, 2019

Job Description:

Service Desk Triage Specialist (Cedar Rapids, IA) Position Summary About GreatAmerica:GreatAmerica is a national commercial equipment finance company dedicated to helping manufacturers, vendors and dealers be more successful and keep their customers for a lifetime. While GreatAmerica has grown to more than 500 team members, our entrepreneurial spirit remains and endless opportunities lie ahead. We have experienced unparalleled year over year growth since our founding in 1992.GreatAmerica provides business innovations beyond financing to help their partners achieve greater success. In 2009, GreatAmerica launched Collabrance to help Service Providers expand their business and embark on the path of becoming a trusted technology advisor for their customers. Collabrance and GreatAmerica now help Service Providers gain the experience, personnel, and tools to profitably scale their business faster with less risk. As the Managed IT Services industry evolves and changes, Collabrance is designed to build stronger relationships by staying involved with partners and provide ongoing support.There is no doubt in our minds we are building the greatest company of its kind, offering the finest products and services available anywhere. When you are part of the GreatAmerica team, you are part of the future, part of an opportunity to grow professionally and to reach your potential while enjoying your work.About this position:Join our growing team as a Service Desk Triage Specialist! Be responsible for the success of our customers by providing support to the internal and external user community on a variety of issues. You will respond to requests for technical assistance by phone. Apply your knowledge and understanding of computer hardware and software to resolve issues as they arise.Successful candidates will possess first class customer service skills, attention to detail and excellent communication skills to ensure customer satisfaction. You will enjoy a team environment that allows collaboration with others to better serve our customers each day and to take our business to new heights.Specific responsibilities include:

  • Act as first point of contact for user phone calls to the service desk
  • Triage and accurately document user support issues according to defined procedures, focusing on impact and urgency
  • Act as a liaison between customers and technical escalation teams, communicating technical information in layman's terms.
  • Resolve incidents with known solutions (per the knowledgebase), according to support standards and defined procedures
  • Escalate more involved issues to the appropriate Tier 2 and Tier 3 support teams for expedient resolution.
  • Deliver fanatical customer support
  • Live the GreatAmerica principles
  • Perform miscellaneous duties as required. Position Qualifications Education, experience and skills required:Competencies:For all GreatAmerica team members: Honesty/Integrity, Customer Oriented, Accountability, Tenacious, Communication Skills (Oral & Written), AdaptabilityFor this position: Accuracy, Active Listening, Detail Oriented, Empathetic, Enthusiastic, Interpersonal, Problem Solving, Time Management, Working Under PressureEducation: The ideal candidate would have an entry level understanding of the IT industry fundamentals, concepts, terminology, platforms and processes.Experience: The ideal candidate would have previous customer service and/or call center experience.Computer Skills: Basic understanding of Microsoft Windows (7 and higher), Internet browsers (Internet Explorer, Chrome, Firefox), Microsoft Office (Word, Excel, PowerPoint, Outlook)

Keywords: GreatAmerica Financial Services, Cedar Rapids , Service Desk Triage Specialist - Cedar Rapids, Other , Cedar Rapids, Iowa

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