250 Client Support Specialist jobs in Cleveland

• Act as subject matter expert for all users on any issues with Office 365 including Set-up, documentation, training development and training delivery, rollouts and ongoing problem resolution
• Serve as an administrator on Office and Office 365 applications
• Manage help desk for third party independent consultants including management of major roll-outs to the network. Roll-outs include communication planning, roll-out testing, training creation, training delivery, and ongoing support. If applicable, manage roll-out support resources through planning of work assignments, training, and ongoing problem resolution support.
• Provide user support in all time zones and serve as SME for Office 365, Office Products, Ring Central, Video Conferencing, and Service Engine.
• Create troubleshooting guide for one off situation to share knowledge with the team members.
• Routine activities include, troubleshooting end user requests, and working with the business to understand how they use various applications
• Duties also include configuration and setup of enterprise applications, testing of upgrades and patches to software applications and handling incidents and service requests

• Bachelor's degree or equivalent experience
• 3+ years of related experience
• Debugging or troubleshooting experience
• Using Windows and MAC operating systems
• Office 365, and Office Suite
• Active Directory / Azure Active Directory
• Mobile device support
• Application configuration and administration in a Microsoft environment
• Salesforce Administration

• Ability to speak and write in English in all business communications
• Ability to work in a team environment
• Critical thinking
• Ability to translate customer/process requirements to application configuration/implementation
• Outstanding communication and documentation skills

• Bi-lingual in Spanish (to support our friends in Costa Rica and Mexico)
• Networking administration
• Hardware support
• SharePoint

• Hybrid work model with some in-office and work from home time
• Monthly parking allowance
• Generous benefits package: medical, dental, vision, 401(k), etc.
• Casual dress code
• And most importantly: a passionate, friendly team of coworkers who work hard and love working here!
• The salary range for this role begins at $40,000 and will be determined based on qualifications and experience

• Act as subject matter expert for all users on any issues with Office 365 including Set-up, documentation, training development and training delivery, rollouts and ongoing problem resolution
• Serve as an administrator on Office and Office 365 applications
• Manage help desk for third party independent consultants including management of major roll-outs to the network. Roll-outs include communication planning, roll-out testing, training creation, training delivery, and ongoing support. If applicable, manage roll-out support resources through planning of work assignments, training, and ongoing problem resolution support.
• Provide user support in all time zones and serve as SME for Office 365, Office Products, Ring Central, Video Conferencing, and Service Engine.
• Create troubleshooting guide for one off situation to share knowledge with the team members.
• Routine activities include, troubleshooting end user requests, and working with the business to understand how they use various applications
• Duties also include configuration and setup of enterprise applications, testing of upgrades and patches to software applications and handling incidents and service requests

• Bachelor's degree or equivalent experience
• 3+ years of related experience
• Debugging or troubleshooting experience
• Using Windows and MAC operating systems
• Office 365, and Office Suite
• Active Directory / Azure Active Directory
• Mobile device support
• Application configuration and administration in a Microsoft environment
• Salesforce Administration

• Ability to speak and write in English in all business communications
• Ability to work in a team environment
• Critical thinking
• Ability to translate customer/process requirements to application configuration/implementation
• Outstanding communication and documentation skills

• Bi-lingual in Spanish (to support our friends in Costa Rica and Mexico)
• Networking administration
• Hardware support
• SharePoint

• Hybrid work model with some in-office and work from home time
• Monthly parking allowance
• Generous benefits package: medical, dental, vision, 401(k), etc.
• Casual dress code
• And most importantly: a passionate, friendly team of coworkers who work hard and love working here!
• The salary range for this role begins at $35,000 and will be determined based on qualifications and experience

The Tier 1 Help Desk IT Specialist will be responsible for providing technical assistance and support related to computer systems, hardware, software, and network issues for a public sector client. This position will primarily operate within the ServiceNow platform to log, track, and resolve IT support tickets. The Tier 1 Help Desk IT Specialist will serve as the first point of contact for employees seeking technical assistance and will escalate issues as needed to Tier 2 support personnel.

This is a remote position.

Maximus TCS (Technology and Consulting Services) Internal Job Profile Code: TCS146, T2, Band 5

Job-Specific Essential Duties and Responsibilities:

- Professional Communication: Tier 1 staff are expected to maintain professionalism in all forms of communication with customers, Tier members, and associated contacts.

- Understanding of Help Desk Process: Ensure a complete understanding of the client's Help Desk process, including ticket assignment, categorization, proper escalation, and resolution.

- Issue Reporting: Bring any issues concerning employees to the attention of the Help Desk Team Lead, who will then notify the Help Desk Manager.

- Clear Communication: All written and verbal communication to all parties must be clear, concise, appropriate, and understandable.

- Systems Health Check: Conduct a systems health check every business day at 7 am and report findings to designated email recipients, primarily the operations team.

- Utilization of FAQs and Knowledge Base: Utilize provided FAQs and knowledge base to promptly address or route tickets, with the goal of resolving as many tickets on first contact as possible.

- Phone Answering Protocol: Use a provided script for answering phones for every incoming call to the Help Desk.

- Ticket Handling: Be prepared to handle tickets via email, phone, or other channels as they come into the Help Desk. Retrieve tickets at designated intervals throughout the business day.

- Understanding of Ticket Management System: Possess a complete understanding of the OTS Ticket management system used by the client's Help Desk.

- Information Gathering and Transfer: Obtain and provide all necessary information for tickets to be worked properly. Contact the client's employees who submitted tickets to obtain missing information prior to transferring tickets.

- Documentation: Include all information submitted by ticket submitters, including screenshots and attachments, when transferring ticket information to other parties. Document all communication regarding a ticket in the ticket management system in a timely manner.

- Security Access Requests: Ensure hard copy security access request documents have correct signatures before transferring to the next level for processing.

- Timely Communication: Communicate with all parties efficiently and timely to obtain necessary information.

- Ticket Transfer Coordination: Coordinate the transfer of tickets between Help Desk tiers/groups, including external Help Desks, to mitigate confusion/disagreements between parties.

- Aging Ticket Management: Ensure aging tickets (tickets over 5 days old) are actively addressed by daily follow-ups with assigned personnel.

- Acknowledgment of Requests: Acknowledge, with return communication, receipt and completion of requests for action from all parties.

- Defect and Resolution Approach Communication: Contact client's employees if another Tier identifies issues as defects, change requests, or other resolution approaches using provided scripted email resolution.

- Survey Response Review: Conduct a daily review of incoming ticket survey responses and follow up with client's employees needing further assistance. Report findings to the Help Desk Lead, who will report consolidated findings to the Help Desk Manager.

- Resolution Response Review: Conduct a daily review of all resolution responses from all Tiers to ensure quality assurance. Report findings to the Help Desk Lead, who will report consolidated findings to the Help Desk Manager.

- PII Recognition and Notification: Recognize and properly address Personally Identifiable Information (PII), following set protocols, and notify the Help Desk Lead, who will notify the Help Desk Manager.

- Out-of-Office Ticket Addressing: Address all tickets, including those assigned to other Tier 1 members who are out of the office, without delay.

- Urgent Ticket Handling: Recognize and address certain tickets as urgent, including but not limited to employee out-of-cycle pay requests, employee separation requests, OIG audit requests, and financial document processing issues.

Job-Specific Minimum Requirements:

- Bachelor's degree in Information Technology, Computer Science, or a related field preferred.

- 1+ years of work experience required.

- Proven experience in a technical support role, preferably in a Help Desk or Service Desk environment.

- Proficiency in using the ServiceNow platform for IT service management and ticketing.

- Strong knowledge of computer hardware, software applications, operating systems, and network protocols.

- Excellent troubleshooting and problem-solving skills with the ability to resolve technical issues efficiently.

- Effective communication skills with the ability to convey technical information clearly to nontechnical users.

- Customer-focused approach with a commitment to delivering high-quality IT support services.

- IT certifications such as CompTIA A+, Network+, or ITIL Foundation are a plus.

- Working Conditions:

- This position may require occasional evening or weekend work to support system upgrades or resolve critical issues.

-Contingent upon Individual's ability to obtain security clearance and approval of badging.

#techjobs #clearance

Minimum Requirements

TCS146, T2, Band 5

EEO Statement

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Minimum Salary

$

45,000.00

Maximum Salary

$

60,000.00

• Maintain current knowledge of company's equipment, primarily spray booths and extraction units (full training is provided).
• Answer customer calls and emails to determine possible issues and hardships that they are experiencing with equipment.
• Diagnose errors or technical problems and determine proper solutions
• Utilize CRM and parts order entry systems (full training is provided).
• Assist customers with parts ordering, process refunds and credits.
• Assist with packing and shipment of spare parts as needed.
• Assist sales team with technical information.
• Assist with parts assembly and quality testing as needed.
• When required, travel to provide repair services at customer accounts or install new equipment in accordance with established procedures, using proper tools and spare parts
• Other job responsibilities as assigned.

• High School diploma or GED required.
• Technical or mechanical background preferred
• Competency in problem solving.
• Confidence and professionalism to interact with customers and technicians over the phone.
• Good working knowledge of Microsoft Office Applications (Word, Excel, etc.) and Windows environment. Ability to type minimum of 25 words per minute is important to create logs into CRM.
• Strong communication skills.
• Ability to work independently and within a team.

• Must have the ability to move 40 to 60 pounds continuously.
• Must have the ability to position self to bend, twist, and remain stationary for the duration of the shift depending on assigned task.

Kinetico is looking for a Technical Support Coordinator to join our commercial team.

The Technical Support Coordinator provides KineticoPRO Commercial customers with technical knowledge and expertise regarding the proper use of the organization's products.

Key Responsibilities:

• Provides technical guidance to customers via live phone conversation, merged reality, chats, or email, utilizing technical field manuals and schematics to assist in problem identification and resolution.
• Identifies replacement parts using product manuals, CRM data, and customer communications.
• Contributes to the development of technical materials and documents designed to aid in Technical Support process and educate customers on the installation and use of the organization's products.
• Communicates customer experiences with products to the Technical Support Manager to support continuous improvement of product capabilities.
• Provides customers with accurate return authorization documents and creates work orders to dispatch service according to procedures.
• Recommends additional Kinetico products, programs, and solutions to customers when appropriate for the customers best interest.

• High School Diploma with 3 to 5 years related work experience.
• CRM experience (Salesforce preferred)
• Excellent customer relations skills.
• Good phone and computer skills.
• Good mental and visual attention to detail.
• Strong written and verbal communication skills.
• Good organizational skills and ability to multi-task.
• Good analytical and problem-solving skills.
• Mechanical and math aptitude.
• Preference for candidate who is flexible to working hours aligned with Pacific Time Zone

• Professional communications with all customers.
• Timely and correct resolution of customer questions.
• Accurate and timely maintenance of service logs and CRM data.
• Timely issuance of returned merchandise authorization documents.
• Maintaining a high percentage of first contact resolution without escalation.

• Salaried, Non-Exempt

• None

• Newbury, OH
• Suwanee, GA

• Medical, Dental, Vision and Prescription Drug Insurance Coverage
• Employer Provided Life Insurance, Short-Term and Long-Term Disability Benefits
• 401(k) Contribution Matching Program
• Employer Funded Defined Contribution Plan
• Paid Vacation, Holidays and Community Service Volunteer Time-off Benefit
• Wellness Program
• Educational Assistance Reimbursement Program

Job Type

Full-time

Description

Arrow International is the world's largest manufacturer and supplier of charitable gaming products and solutions. We produce and distribute a wide array of products including consumables (pull tab tickets, bingo paper and ink, etc.) as well as world class, state-of-the-art, electronic gaming products. Our products are sold, installed, and operated in numerous social and gaming venues around the world. We continue to grow at a record pace and offer this exciting career opportunity to join our team where we are focused on attracting and engaging exceptional talent, empowering colleagues to achieve fulfilling careers, and creating fun and engaging products that are second to none for our customers.

Primary Roles and Responsibilities

• Administer gaming servers
• Manage automation of software deployment to gaming servers
• Setup and administer SQL backups
• Testing and deploying of operating system and software patches
• Maintenance of documentation and training materials
• Assist the technical assistance center
• Administer internal development and QA servers and equipment
• Training of manufacturing teams on installation processes

• Minimum of associate's degree in computer engineering and Networking or related training
• Strong knowledge and experience of Microsoft and Linux administration
• Experience with Powershell scripting
• Experience with ConnectWise Suite of tools
• Experience with SSO integrations and other Security operations
• Strong team-oriented interpersonal and communication skills
• Strong analytical problem-solving skills
• Time management and task prioritization skills

• Experience with administering Microsoft SQL Server
• Computer networking experience
• Confluence and Jira suite of tools from Atlassian
• TeamViewer

• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and ability to adjust focus.
• The noise level in the work environment is low.
• May be required to sit for long and/or extended periods of time.

What is great about working for Foundation? Plenty! We have a fun, casual, yet hard-working culture that invests in our employees, promotes creativity, and delivers on our reputation. Would you like to work for a company that offers manicures and pedicures in the office? We do! How about massages, house cleaning, laundry service, monthly car washes, catered lunches Wednesdays and a monthly happy hour - we offer all this and more!

At Foundation we believe in and promote a work-life balance with a top-notch workout facility, fitness classes and free personal training; and for those competitive types, a game room complete with table tennis, foosball, and video game systems. Also, some comforts of home, there is a full kitchen, free coffee and specialty flavors, soft drinks, and snacks.

Position Summary

The Manager of Technical Software Support Team will efficiently manage all the Technical Support Representatives and Team Leads to ensure calls are managed quickly, professionally, and effectively, in alignment with the goals and direction of the management team.

Essential Functions and Responsibilities

• Support staff in fully resolving issues, questions, or concerns clients may have that the support representative is struggling to close.
• Resolve client issues as efficiently and effectively as possible.
• Maintain a calm and professional demeanor while collaborating with clients.
• Notify programming of any product issues using the appropriate documentation/forms/process.
• Stay current on product knowledge, new modules, and industry trends necessary to perform the job.
• Track client issues in call center software and accurately record details - following documented SOPs.
• Inform the COO or other appropriate individuals of escalated issues that require attention.
• Contribute to the enhancement of Support continuing education program.
• Review phone support call surveys and call recordings for quality and improvements.
• Develop, implement, and maintain customer satisfaction metrics.
• Develop and enforce department KPIs.
• Address escalated client support issues.
• Manage assigned at risk customer cases.
• Undertake special projects as requested.
• Ensure all duties are performed in a professional, responsive, and collaborative manner.
• Manage all supervisory aspects of the department, including:
  • Interviewing, hiring, and disciplining department personnel.
  • Gathering data and preparing/administering employee reviews for direct reports.
  • Training new employees on technical issues.
  • Mediating employee issues.
  • Administering salaries, bonuses, and incentives.
  • Approving expense reports and charge statements.
• Maintain and review call metrics regularly.
• Present to senior leadership strategic solutions on how to improve department performance and process.

Required Skills and Experience

• An ability to logically resolve problems that arise during daily duties and provide suggestions for resolution.
• Excellent leadership, communication, and problem-solving skills with both clients and coworkers.
• Ability to demonstrate sound judgment in crisis situations.
• Advanced computer, with the ability to navigate through Microsoft operating systems.
• Valid driver's license with a driving record acceptable to the company's insurance carrier.
• Ability to track, analyze, and interpret data and costs related to various duties and projects.
• Working knowledge of Microsoft Office and Windows-based applications.

Other employee rewards include tickets to Cleveland sporting events, a variety of lunch and learns, and various employee-appreciation events throughout the year. Benefits include paid vacation, paid holidays, 401(k) with match, and tuition reimbursement, plus medical, eye and dental. Now offering discounts on pet, home, and auto insurance through Liberty Mutual!

Foundation is constantly recognized as one of Northeast Ohio's top workplaces. We are a 19-time winner of the NorthCoast 99 award, a multi-year winner of The Plain Dealer's Top Workplaces award, and have been recognized multiple years on the Inc. 5000 list of fastest-growing private companies in the U.S.

Let us start your future at Foundation!

Foundation Software is an Equal Opportunity Employer.