Provide first-level technical support for team members via phone and email, troubleshoot hardware, software, networks (LAN/WAN), document tickets, escalate outages, meet SLAs, and support special IT projects and training.
Job Summary & Responsibilities
JOB SUMMARY
The IT Support Specialist is the first level support role providing professional technical support and exceptional customer service to club and corporate Team Members. This position is responsible for collecting information through a customer conversation, accessing support tools, and connecting with additional support staff to implement solutions to solve technical problems or escalate them to the appropriate department for resolution.
ESSENTIAL DUTIES & RESPONSIBILITIES
Technical Support
- Provide technical assistance and support for incoming inquiries and issues related to computer systems, company processes, software, and hardware.
- Respond to inquiries over phone or via email messages for Team Members seeking help.
- Ask probing questions to determine the nature of problem and walk the Team Member through problem resolution.
- Answer incoming telephone calls and emails, place outgoing calls and emails, and then document all interactions via ticketing software.
- Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
- Assist Team Members who are locked out of computer systems.
- Respond to inquiries, run diagnostic programs, isolate problems, determine and implement a solution.
- Escalate critical issues or outages properly and in accordance with Service Desk policies and procedures.
- Follow-up with Team Members to ensure the issue has been resolved.
Customer Service
- Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
- Ensure the end-to-end customer experience is exceptional and provide a single point-of-contact for problem resolution.
- Ensure that all Service Level Agreements are met or exceeded, including Average Speed of Answer, First Call Resolutions and timely response to aging tickets.
Special Projects
- Research, develop and complete special projects, either assigned or approved.
- Participate in training for Service Desk/Call Center best practices, customer service and communication skills.
- Research, understand, participate and contribute to the goals and mission of the Information Technology Support Service Department.
- Perform other duties as assigned.
ORGANIZATIONAL RELATIONSHIPS
The IT Support Specialist reports to the Information Technology Manager, IT Solutions Delivery. This position interacts with all departments and all position levels at 24 Hour Fitness. This position has no direct reports.
REQUIRED QUALIFICATIONS
Knowledge, Skills & Abilities
- Demonstrates ability and desire to learn technology, terminology, customer support processes and techniques.
- Strong detail orientation to properly follow procedures and accurately enter data.
- Ability to ask probing questions and solve problems.
- Competency in Microsoft Office Suite, including Word, Excel and Outlook.
- Ability to speak and write effectively.
- Demonstrate neat and organized work habits.
- Proficient typing and data entry skills.
- Must be a self-starter, motivated to excel, and willing to adapt.
- Must be self-motivated with extremely high levels of ethics and integrity.
- Ability to build rapport with Team Members rapidly and follow-up when further resolution is required.
- Available to work occasional to frequent overtime.
- Available to work a rotating schedule.
Minimum Educational Level/Certifications
- High School Diploma or equivalent (General Educational Development) or commensurate training and relevant experience in information technology or customer service may be substituted for the minimum education level qualification.
- Customer service orientation and/or prior customer service training.
Minimum Work Experience and Qualifications
- 1+ year work experience in customer service.
Physical Demands/ Environmental Conditions
- The employee must occasionally lift and/or move up to 40 pounds.
- Normal day to day business operations including using a keyboard, walking, bending and reaching.
Travel Requirement
- Occasional travel required for meetings and club visits.
PREFERRED QUALIFICATIONS
Knowledge, Skills & Abilities
- Competency in call center tracking tools.
- Demonstrates problem solving skills, computer skills and attention to details.
- Demonstrates working knowledge with Windows Operating Systems and Apple Operating Systems X and iOS.
- Demonstrates working knowledge and training in networking, computer hardware, internet, client/server, thin client, and troubleshooting software applications issues for escalation.
- Experience with network and stand-alone printers, routers, switches, modems, laptops, desktops, mobile devices, personal computer peripherals.
- Working knowledge or experience using an Automatic Call Distributor phone system.
- Working knowledge of Remedy Information Technology Service Management Suite.
Educational Level/Certifications
- Bachelor's degree.
- Computing Technology Industry Association (CompTIA) A+ Certification.
- Cisco Certified Network Associate (CCNA).
- Helpdesk related training courses.
Work Experience and Qualification
- 2+ years of experience of exceptional customer service.
- 2+ years experience in a technical call center.
- 2 + years of extensive hands on technical experience or training.
- Experience supporting customers in use of application software.
- Experience with Windows Operating Systems and Apple Operating Systems X and iOS.
Disclaimers
DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by incumbents assigned to this job. This is not intended to be an exhaustive list of all the responsibilities, duties and skills required. The incumbent may be expected to perform other duties as assigned. This job may be reviewed as duties and responsibilities change with business necessity.
COMPLIANCE & INTEGRITY: Consistently supports compliance and Workplace Conduct by maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, and adhering to applicable federal, state and local laws and regulations, accreditation and licensure requirements (if applicable), and 24 Hour Fitness' policies and procedures.
All Directors, Managers and Supervisors are accountable for communication, implementation, enforcement, monitoring and oversight of compliance policies and practices in their departments.
SERVICE & QUALITY: In addition to defined technical requirements, accountable for consistently demonstrating service behaviors and principles defined by 24 Hour Fitness as well as specific departmental/organizational initiatives. Also accountable for consistently demonstrating the knowledge, skills, abilities, and behaviors necessary to provide superior and culturally sensitive service to member and team members, contracted providers and vendors.
WORKPLACE SAFETY: In addition to defined working conditions and physical requirements, employees are accountable for working safely; following established policies & procedures; and reporting all injuries and hazards to their supervisor immediately.
Supervisors and Managers are accountable for ensuring the safety performance of employees; applying consistent practices in compliance with federal, state and local regulations; providing guidance to maintain a safe and healthy work environment.
24 Hour Fitness Mountain View, California, USA Office
Mountain View, United States, 0
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