174 Customer Support Specialist jobs in Central Islip
*GOV* IT Customer Support Specialist | L1
Posted 5 days ago
Job Viewed
Job Description
*GOV* IT Customer Support Specialist | L1 Working Hours: Mon-Fri (Hybrid) Working Location: Central Remuneration package: Up to $2,700 + AWS We are seeking a diligent and customer-focused individual to join our Technical Helpdesk team. The ideal candidate will handle customer inquiries, perform basic troubleshooting, and ensure timely resolution of issues. Key Responsibilities: Multi-Channel Support: Respond to cases via hotline, email, online forms, chatbot, portal, or case management system. Troubleshooting: Perform basic troubleshooting following SOPs and guides. Ticket Escalation: Escalate tickets to the next level and ensure resolution within the Service Level Agreement (SLA). CRM Logging: Accurately and promptly log all customer queries and follow-up interactions in the CRM system. Trend Escalation: Proactively escalate query trends or potential issues to the team leader. Additional Duties: Perform other relevant duties as assigned by the Supervisor. Requirements: Technical Skills: Basic troubleshooting skills and familiarity with SOPs. Communication: Strong verbal and written communication skills. Attention to Detail: Accuracy in logging and managing customer interactions. Proactive Attitude: Ability to identify and escalate trends or potential issues. Adaptability: Willingness to perform additional duties as needed. Diploma in Computer Science/Information Technology or any other related fields. At least 1 year experience in helpdesk support or equivalent roles. By submitting your resume, you consent to the collection, use, and disclosure of your personal information per ScienTec’s Privacy Policy (scientecconsulting.com/privacy-policy). This authorizes us to: Contact you about potential opportunities. Delete personal data as it is not required at this application stage. All applications will be processed with strict confidence. Only shortlisted candidates will be contacted. Aloysius Tan Sheng Rong - R22110441 ScienTec Consulting Pte Ltd - 11C5781 #J-18808-Ljbffr
Help Desk Analyst
Posted 16 days ago
Job Viewed
Job Description
* This role is on-site 5 days a week *
The Opportunity
The Help Desk Analyst is responsible for all support incidents generated from both internal teams and external retail clients, facilitating direct mobile application support for KWI's clients' stores. The Help Desk Analyst manages all support calls, and then work to troubleshoot, triages issues, and escalate issues to Senior Analysts and Team Management when necessary. The shift for this role would be Monday to Friday from 11am to 4pm.
The Company
We are a small team with a big vision: to be the premier provider of cloud technology solutions for retailers. KWI offers a complete, unified commerce solution from a single database, specifically designed to help specialty retailers grow their business. Our portfolio of customers includes Pandora, David Yurman, Tom Ford and many other globally recognizable brands.
We combine Point of Sale, Merchandising, e-Commerce, CRM, and Loss Prevention into one cloud-based platform. We are a Values and Mission driven organization, and we believe that if we develop and demonstrate leadership in our strategy, operations, and people, we will continue to drive product innovation and service excellence.
As a Help Desk Analyst, you excel at the below core competencies
- Building strong customer relationships and delivering customer-centric solutions
- Stepping up to address difficult issues, saying what needs to be said
- Holding self and others accountable to meet commitments
- Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm
- Escalate Priority 1 Tickets to Senior Analysts
- Provide the very highest level of service to KWI's Clients
- Solicit and expound upon all available information from the customer regarding details of system issues (hardware/software/network) & make every possible attempt to resolve
- Identify and escalate open issues that represent risk
- Troubleshoot, diagnose, and resolve mobile POS technical issues reported
- Ensure calls are clearly documented and properly tracked
- Provide restorative and/or maintenance actions where possible to resolve customer issues and follow up for any unresolved problems
- Identify trends of incoming calls and report to Senior Analysts
- Manage priority amongst multiple simultaneous requests
- Ensure customers are kept well informed of the status of their requests
- Make recommendations on standards and procedures for support operations
- College/ Technical school preferred
- 1+ year experience in Support Services call center support
- Must be capable of working under high pressure environment to get the job done quickly and effectively with customer satisfaction being the ultimate measure of success
- Self-starter in an entrepreneurial environment
- Familiarity with the retail environment (POS, MPOS, and associated components)
- Ability to work overnight schedule, including weekends and holidays
- Full Medical, Dental and Vision
- 4 weeks of PTO in your first year
- Summer Fridays.all year round
- Tuition Reimbursement
- Discount from building café
- 401(K) with a 50% company match (up to 6% of employee contribution)
- Employee Referral Program
- (1) Volunteer day each year
Our work space
We are a collaborative group and believe that getting together in person allows our team to do their best work. Together we enjoy monthly events, bagels every Thursday, a state-of-the-art coffee machine, a full snack pantry and many more surprise and delight moments throughout the year.
Our commitment to you
At KWI, we know that cultivating diversity and fostering an inclusive work environment is critical to our impact and success. We create an environment where no individual is advantaged or disadvantaged because of their background. We offer equal opportunity employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, or protected veteran status.
With a commitment to maintaining a bias-free environment in which harassment is prohibited, we respect cultural diversity and comply with the laws of the places in which we operate. We expect our business partners, suppliers, clients, and all our team members to uphold these commitments.
Part Time Overnight Help Desk Analyst
Posted 16 days ago
Job Viewed
Job Description
Department: Support
Employment Type: Part Time
Location: Melville, NY
Compensation: $21.00 / hour
Description
The Opportunity
The Overnight Help Desk Analyst is responsible for all support incidents generated from both internal teams and external retail clients, facilitating direct mobile application support for KWI's clients' stores. The Help Desk Analyst manages all support calls, and then work to troubleshoot, triages issues, and escalate issues to Senior Analysts and Team Management when necessary. This is a Saturday to Sunday shift from 5am to 12pm. The first two weeks of training will be Monday to Friday for a total of 20 to 25 hours a week.
The Company
We are a small team with a big vision: to be the premier provider of cloud technology solutions for retailers. KWI offers a complete, unified commerce solution from a single database, specifically designed to help specialty retailers grow their business. Our portfolio of customers includes Pandora, Bluemercury, Tom Ford and many other globally recognizable brands.
We combine Point of Sale, Merchandising, Order Management, eCommerce, CRM, and Loss Prevention into one cloud-based platform. We are a Values and Mission driven organization, and we believe that if we develop and demonstrate leadership in our strategy, operations, and people, we will continue to drive product innovation and service excellence.
As a Help Desk Analyst, you excel at the below core competencies
- Building strong customer relationships and delivering customer-centric solutions
- Stepping up to address difficult issues, saying what needs to be said
- Holding self and others accountable to meet commitments
- Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm
- Escalate Priority 1 Tickets to Senior Analysts
- Provide the very highest level of service to KWI's Clients
- Solicit and expound upon all available information from the customer regarding details of system issues (hardware/software/network) & make every possible attempt to resolve
- Identify and escalate open issues that represent risk
- Troubleshoot, diagnose, and resolve mobile POS technical issues reported
- Ensure calls are clearly documented and properly tracked
- Provide restorative and/or maintenance actions where possible to resolve customer issues and follow up for any unresolved problems
- Identify trends of incoming calls and report to Senior Analysts
- Manage priority amongst multiple simultaneous requests
- Ensure customers are kept well informed of the status of their requests
- Make recommendations on standards and procedures for support operations
- College/ Technical school preferred
- 1+ year experience in Support Services call center support
- Must be capable of working under high pressure environment to get the job done quickly and effectively with customer satisfaction being the ultimate measure of success
- Self-starter in an entrepreneurial environment
- Familiarity with the retail environment (POS, MPOS, and associated components)
- Working knowledge of POS & MPOS systems, and SQL. Must be capable of constructing basic SQL and system logs queries to aid the troubleshooting process
- Ability to work overnight schedule, including weekends and holidays
- Full Medical, Dental and Vision
- Annual bonus policy
- Free gym in the building
- Generous PTO policy
- Summer Fridays.all year round
- Tuition Reimbursement
- Discount from building café
- 401(K) with a 50% company match (up to 6% of employee contribution)
- Employee Referral Program
- (1) Volunteer day each year
Our work space
We understand that our teams need flexibility, which is why we follow a hybrid schedule. Our in-office days of Monday, Tuesday and Thursday, and employees are allowed to work remotely on Wednesdays and Friday.
We are also a collaborative group and believe that getting together in person allows our team to do their best work. Together we enjoy monthly events, bagels every Thursday, a state-of-the-art coffee machine, a full snack pantry and many more surprise and delight moments throughout the year.
Our commitment to you
At KWI, we know that cultivating diversity and fostering an inclusive work environment is critical to our impact and success. We create an environment where no individual is advantaged or disadvantaged because of their background. We offer equal opportunity employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, or protected veteran status.
With a commitment to maintaining a bias-free environment in which harassment is prohibited, we respect cultural diversity and comply with the laws of the places in which we operate. We expect our business partners, suppliers, clients, and all our team members to uphold these commitments.
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