Customer Account Rep - Technical Support

Location
Columbus, OH

Job Type
Full-Time Temporary

Pay Rate
$25.93

Customer Support Rep.

Work Location: 4343 Easton Commons, Columbus, Ohio 43219

Duration: 6 months

Pay rate: $25.93

Executive Summary:

This position will require the individual to work closely with the IMAC Coordination Team, who handle WM multiple resolver requests within the technology Service Desk. The primary role of this applicant will be to handle escalations and expedites of technology requests from various resolvers, by assisting in bringing the requests to closure, and to analyze the root cause which may result in identification of trends, process gaps, and process improvement opportunities. The candidate will also be responsible for boarding new IMAC (install, move, add and change) services; working with our vendors and the various resolvers (supporting groups) to establish new or modify existing procedures.

Responsibilities include:

  • Handle escalations and expedites raised by resolver teams
  • Identify issues, trends, process gaps and process opportunities
  • Work as an extension of the IMAC Coordination team
  • Review and enhance IMAC processes and procedures that are currently in use today
  • Work with the IMAC Coordination team and Morgan Stanley teams to create/edit new/existing processes when needed
  • Engage with internal clients requiring their technology request(s) to be escalated or expedited in order to fulfill
  • Work with various Morgan Stanley teams on different projects and tasks
  • Track all escalations and expedites
  • Ability to manage multiple high priority initiatives in a fast paced highly technical environment
  • Performs other duties and responsibilities as assigned by departmental manager

Qualifications:

  • Experience in technology support services and/or coordination role(s)
  • Proven analytical and problem-solving abilities
  • Strong customer service orientation
  • Experience working in a team-oriented, collaborative environment
  • Ability to present ideas and solutions in a user-friendly language
  • Strong interpersonal, written and oral communication skills, attention to detail
  • Adept at reading, writing, and interpreting technical documentation and procedure manuals
  • Efficient with Windows XP, Microsoft Outlook, Words, Excel, PowerPoint, Project
  • ServiceNow experience is a plus
  • 3 or more years of experience with troubleshooting and providing remote support
  • Able to work in a fast pace environment
  • Highly self-motivated and directed
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