Provide day-to-day support to both internal and external customers via telephone, email and web contacts for all enterprise applications and services for North America, Europe and other international locations. Log customer interactions and resolve, track and escalate any that cannot be immediately resolved. Provide follow-up with callers and support partners as necessary to promote ticket progress towards resolution. Manage call queues and close tickets in a timely fashion. Provide disposition of security requests in a timely manner ensuring compliance to all corporate policies and standards. Assist in the development and delivery of training.
Provide support via telephone/email using corporate toolset for logging and tracking customer interactions.
Work towards first call fix rate of 70% for core applications and supported products.
Log all calls, troubleshoot and escalate to support partners as defined by support scripts for any technical difficulty with PC hardware and software issues, Internet, network applications, configurations and peripheral equipment.
Accurately prioritize problems based on severity, urgency and impact to the business.
Track all outstanding incidents until successful resolution.
Works with enterprise support groups to resolve problems or issues.
Ensure timely documentation on problem resolutions and share with team members.
Coordinate and participate in the testing of new hardware and software.
Coordinate the development of support scripts with business and support partners.
Coordinate, provision and delivery for security requests through corporate toolset.
Coordinate, perform and document required audits as required.
Ensure compliance to corporate standards and policy surrounding security.
Manage all aspects of support/security projects, including project planning, execution, timing, functionality, quality and cost. Utilize leadership skills to direct others and resolve issues so that project goals are met.
Develop and provide content for support website that end users can access for information and self-serve problem solving.
Work as a coach/trainer for Support Specialist 1/2 staff.
Work with team members to promote excellent customer service.
May be required to provide 24 x 7 on-call support.
Travel to various LSC Communications or customer locations to provide necessary support or receive training.
Performs other related duties and participates in special projects as assigned.
Bachelor degree in discipline related to functional work or role with 3-5 years of relevant work experience OR demonstrated ability to meet the job requirements through a comparable number of years of applicable work experience.
Able to demonstrates ability to solve somewhat more complex problems by analyzing variables and applying appropriate solutions learned through experience and proficiency in understanding the job. Must be able to recognize anomalies and critical situations and respond appropriately.
Must be able to communicate and interact with a variety of internal/external customers and/or co-workers at level of detail required to resolve issues of moderate complexity.
Able to apply strong functional computer knowledge in utilizing Microsoft Windows, MAC, or other technical tools in completing assignments. May require knowledge of or ability to quickly learn specialized software to complete work assignments. Able to demonstrate continued expertise in the primary tools or applications used in completing daily work assignments.
Requires very good communication skills with ability to state messages in a clear manner by using language that is easy for others to understand.
Must be able to proactively listen to others to understand issues and situations. Must be able to clearly articulate business needs to both internal and external customers.