Job Details
Job Title: Digital Support Consultant (Contractor)
Location: Glenview, IL
Work hours: 8:00am - 5:00pm
Duration: 6 months
Role Description:
Responsible for providing technical support and assistance related to stock management front-end applications.
Serve as the first point-of-contact for customers (digital customer care) seeking technical assistance over the phone, via email, and through ticketing systems.
Performing remote troubleshooting through diagnostic and discovery techniques.
Determining the best solution based on the issue and details provided by the customers.
Operate as level 1 support to troubleshoot non-common issues and escalating to appropriate teams for further investigation and remediation support. Facilitate customer onboarding and account modifications requests and support. Act as a liaison between customers and technical support teams to ensure consistent and rapid responses to customers and connecting with the appropriate internal teams that also support them.
Provide effective assistance to internal and external customers
Virtually guide customers through system configurations, troubleshooting, and maintenance support needs
Listen attentively to customer questions and concerns and provide customers with either direction (for standard support requests) or action or engage with other teams to address customer needs (and ensuring the customers are aware of actions/communications occurring on their behalf)
Prioritize customer satisfaction in all communications, directing unresolved issues to next-level personnel
Work with other support teams including developers, project managers, product owners, and implementation teams with a service mindset
Represent the company with professionalism and integrity while helping advance the company's mission
Qualifications:
Great communication abilities, including written and verbal communication
Patience, empathy and professionalism
Good problem-solving and decision-making capabilities
Basic computer skills, including data entry, website navigation and other software
Effective time management, prioritization and multitasking skills
Ability to work in a team setting/ collaborative.
Knowledge of Planview, JIRA, and ServiceNow a plus
Ability to translate technical language into simple business/customer-friendly language
Familiar with technology development models such as Agile, Scrum at scale, etc.
Experience with Coding (SQL, Java, GitHub, HTTP Requests, Basic Programming, etc.)
Microsoft Suite application including Project and Visio
Bi-lingual (English/Spanish) preferred