Technical Support Advisor
Company: Gravity IT Resources
Location: Saint Petersburg
Posted on: June 21, 2022
Job Description:
Job Title: Technical Support AdvisorLocation: Hybrid - 2 days
remote, 3 days in officeJob-Type: Contract - 18 monthsEmployment
Eligibility: Gravity cannot transfer nor sponsor a work visa for
this position. Applicants must be eligible to work in the U.S. for
any employer directly (we are not open to contract or "corp to
corp" agreements).Position Overview:Gravity is looking for a team
of Technical Support Advisors to join their team. The successful
candidate will have their AA degree (or higher), one year of
experience in a customer support role with hardware or software
support, experience with 25+ tickets a day, must be vaccinated, and
must be willing to travel to Illinois for 1-2 weeks for
training.Our client supplies more than 7,000 institutional and
retail pharmacies with automation and analytics solutions to help
increase operational efficiency, reduce medication errors, deliver
actionable intelligence, and improve patient safety. They are a
well-established, multibillion organization that values
innovation.
- Role Responsibilities: Support customers through
troubleshooting support inquiries across a broad spectrum of
products and supporting triage on behalf of customer
- Listen to customer and uses your technical expertise,
creativity and intellectual curiosity to meet their needs
- Provide support across multiple channels including web
requests, phone, follow-up service tickets, etc. (the amount of
time will vary based on operational needs)
- Be a voice and advocate for our customers when something
doesn't feel right
- Develop detailed knowledge about specific product lines and
features
- Actively seek solutions to customer needs, communicating trends
to leadership and suggesting innovative solutions focused on the
customer experience
- Close teamwork and interaction with Field Service, Operations,
Sales and Service Supply Chain organizations
- Ability to document technical customer issues into notes that
are consumable by other users
- Able to research and grasp technical information across
multiple tools while taking with customers
- Aptitude for acquiring skills in technical troubleshooting and
an eagerness to learn and take on new challenges
- Required Knowledge and Skills:Experience supporting customers
via phone, e-mail, chat, and/or in person
- Passionate transformer for customer service and ownership of
the customer experience including issue resolution
- Able to self-manage and work independently in a fast-paced,
continuously changing environment
- Effective time management including ability to multi-task,
organize and prioritize
- Able to research and grasp technical information across
multiple applications while talking with customers
- Ability to document technical customer issues into notes that
are consumable by other users
- Collaborate with other team members to resolve customer issues,
problems or concerns on a timely and effective basis
- Proven success in a fast-paced support environment
- Ability to deal with adversity while still delivering to
expectations
- Intellectually curious and gravitates towards tools and
resources that enrich you
- Available to attend required training on a fixed schedule
during first shift hours
- 5% TravelBasic Qualifications:
- Associates degree
- One year+ experience in a customer support role working with
computer hardware/software troubleshootingPreferred Qualifications:
- Experience in the healthcare industry is preferred
- One year+ experience in a customer support role
- Certification in Microsoft (MCSA), ITIL Foundation, HDI
Technical Support Professional or similar certifications
- Basic knowledge of SQL (advanced scripting, database back-up &
restores)
- Basic understanding of computer systems, computer hardware,
software, and networking troubleshooting and SaaS support
- Familiarity with remote desktop applications and help desk
software
Keywords: Gravity IT Resources, St. Petersburg , Technical Support Advisor, IT / Software / Systems , Saint Petersburg, Florida
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