Support Specialist 1
Company: Xometry
Location: Bethesda
Posted on: March 19, 2023
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Job Description:
Support Specialist 1 Bethesda, MD / Technology - Information
Technology / Full-Time Xometry is looking for motivated, success
driven individuals to fill our Support Specialist 1 opening in our
Rockville, MD office and our Lexington, KY office. Xometry has
experienced massive growth over the past 3 years. We believe we
need to continue to evolve our products and services to support
future growth and market execution. With growth comes expansion in
the form of Xometry employees, products & services, technology,
process, and a new high bar for excellence. As a company in a rapid
growth phase, customer satisfaction is more essential than ever.
The ideal candidate for this role will demonstrate skills in
problem solving and customer service, and they will have a basic
knowledge of computer hardware systems, application software, and
operating systems. Candidates must be able to multi-task and work
efficiently in a fast-paced, team-oriented environment. They will
be asked to investigate, diagnose and resolve problems while on the
phone or on-site with users. The ideal candidate will also have a
working understanding of basic IT procedures and best practices.
Our goal is to find candidates that are customer service-oriented
team players with solid communication, and problem solving skills.
+ Demonstrates basic knowledge of computer hardware systems,
application software, and operating systems, as well as devices and
peripherals. + Exhibits sound customer service skills by
effectively handling user problems and ensuring proper escalation
procedures are followed to problem closure.+ Demonstrates
sufficient knowledge of call logging to record accurately all
needed information.+ Tracks all customer service items to
completion.+ Evaluates customer service issues to determine level
of service needed.+ Resolves all appropriate service requests.+
Escalates "out-of-depth" service requests to appropriate
resources.+ Works under direct supervision to accomplish daily
assignments in support of team initiatives.+ Prioritizes customer
satisfaction and experience.+ Adheres to Help Desk standards,
processes and systems required to deliver consistent high-quality
customer service.+ Diagnoses and resolves problems which may
involve hardware, packaged software, proprietary software, and
peripheral equipment over the phone, via remote control tools or
on-site.+ Maintains strong technical skills to provide prompt
support for customers to determine problems and provide
resolutions.+ Provides recommendations on how to improve the
quality of service as well as reducing repeat incidents.+
Understand and comply with all enterprise and IT departmental
information security policies, procedures, and standards.+ Support
all compliance activities related to state, federal regulatory
requirements, and all other applicable regulations that govern the
use and disclosure of financial, or other confidential
information.+ Take ownership of new hire equipment and accounts -
format, image, pack, and ship. + In-person desk setups - configure
and connect monitors and other peripherals for user workstations.
What We're Looking For + Able to perform effectively in a team
environment as well as with little direct supervision.+ Customer
service-oriented team player with solid communication,
documentation, organizational, problem solving, written and verbal
skills.+ Ability to understand, analyze and resolve problems, while
on the phone or on-site with users.+ Ability to understand, analyze
and resolve problems, while on the phone or on-site with users.+
Organized with the ability to follow established processes and
provide recommendations for improvements.+ Ability to analyze and
solve problems by investigating and implementing predefined
potential solutions using troubleshooting skills.+ Working
understanding of basic IT procedures and best practices.
Keywords: Xometry, Bethesda , Support Specialist 1, Other , Bethesda, Maryland
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