PositionTitle

Technical Support Specialist

Location

Dallas, TX

Overview

This role acts as a liaison between the corporate Service Desk and the local office. The Sr Technical Support Specialist should feel comfortable with End User engagement and troubleshooting common and unique end point challenges. Outstanding customer service and the drive to explore and resolve issues are top priority for this group.

What You'll Do

• Acts as liaison between customer and other Blue Yonder teams.




• Analyzes end-user needs and tests solutions.




• Supports Senior Leadership and C-Level executives as needed.




• Assists in ensuring Blue Yonder intellectual property and products are secured from theft or damage.




• Assists in maintaining the accuracy of the ITG asset management system to ensure that all computing assets are accounted for and maintained.




• Assists in rollout of strategic corporate initiatives and system changes.




• Assists in the escalation and notifications to management and user communities when service levels are not met.




• Logs and responds to customer requests for support via phone, e-mail, and web interface via our call tracking system.




• Documents case descriptions, updates and solutions accurately.




• Establishes a commitment to customer service and builds great rapport with End Users (customers). Follows operational guidelines for interacting with other associates.




• Provides appropriate training on Blue Yonder applications, infrastructure and desktop system components as required to ensure that ITG customer satisfaction meets expected levels.




• Provides Knowledge Base Content.




• Provides product and solution expertise to customer and other team members.




• Provides updates and status to the Team Manager and others, as appropriate, on customer issues. Records time and expenses into time entry system.




• Resolves desktop hardware and software issues within established service level agreements.




• Triages customer issues successfully, conducts any necessary research, and provides solutions back to the customers.




• Uses current Support Services support tools such as Zoom and Dell Hardware Diagnostics' to solve end user issues.




• Works with end-users to diagnose and troubleshoot hardware and software issues.




• Works with external vendor support teams to resolve application, hardware and software issues related to end-user support.

What we're looking for

• Degree from technical institute or formal college degree in related field




• Experience with Net+ / A+ strongly preferred




• Understanding of various desktop operating systems such as Windows 7/8/10




• Basic understanding of various server operating systems such as Windows 2008/2012/Linux




• Understanding of networking concepts and terminology




• Have a basic understanding of structured cabling systems for data networks




• Experience in the use and support of productivity software such as Microsoft Office, including Excel, Word, Power Point & Outlook




• Office 365 experience strongly preferred




• Experience with audio visual equipment as is relates to connecting PCs to projectors including ZOOM, Polycom, Cisco




• Must have excellent communication and interpersonal skills to interact with a wide variety of internal and external personnel with emphasis on follow-through and reporting.




• Must have excellent organization and technical documentation skills.




• Ability to work calmly under pressure and meet deadlines.




• Ability to organize projects and tasks according to priorities.




• Flexible and willing to look outside the box




• Must be able to lift 50+ pounds.

*LI-LR1

Our Values

If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success - and the success of our customers. Does your heart beat like ours? Find out here: Core Values

Check out Blue Yonder's blog - Supply Chain Nation - the platform for supply chain trends and innovations.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.