127 Support Services jobs in Austin

Head of Support Services

78703 Austin, Texas EDB

Posted 3 days ago

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Job Description

**A Little About Us**
EDB provides a data and AI platform that enables organizations to harness the full power of Postgres for transactional, analytical, and AI workloads across any cloud, anywhere. EDB empowers enterprises to control risk, manage costs and scale efficiently for a data and AI led world. Serving more than 1,500 customers globally and as the leading contributor to the vibrant and fast-growing PostgreSQL community, EDB supports major government organizations, financial services, media and information technology companies. EDB's data-driven solutions enable customers to modernize legacy systems and break data silos while leveraging enterprise-grade open source technologies. EDB delivers the confidence of up to 99.999% high availability with mission critical capabilities built in such as security, compliance controls, and observability. For more information, visit Note: This position is 100% remote for candidates based in the US***
EDB is seeking a dynamic and experienced Head of Support Services, to lead our global support organization. This role requires a visionary leader and change-agent who can drive transformative initiatives to position the support organization as a key driver of customer value. The Sr. Director will oversee a high-paced, high-volume support operation, implementing cutting-edge innovations such as generative AI, automation, self-service solutions, and robust knowledge management systems.
**Your impact will be:**
+ **Leadership & Strategy:**
+ Lead and inspire a global support organization, fostering a culture of innovation, accountability, and customer-centricity.
+ Develop and execute a strategic roadmap to modernize support delivery and align it with EDB business goals.
+ **Innovation & Automation:**
+ Spearhead the adoption of generative AI and automation technologies to streamline operations and improve efficiency.
+ Build and scale self-service platforms and an AI-driven knowledge library to empower customers and reduce resolution times.
+ **Support Platform Expertise:**
+ Drive optimization and utilization of EDB's core customer support platform
+ Ensure the organization leverages best practices in CRM, case management, and analytics for operational excellence.
+ **Operational Excellence:**
+ Oversee the delivery of support services at scale, ensuring quality, consistency, and adherence to SLAs in a high-volume environment.
+ Develop metrics and KPIs to measure success, drive continuous improvement, and report performance to senior leadership.
+ **Customer Experience:**
+ Transform support into a value creation organization by delivering exceptional experiences that enhance customer loyalty and satisfaction.
+ Collaborate cross-functionally to align support initiatives with product, engineering, and customer success strategies.
**What you'll bring:**
+ 10+ years of leadership experience in global support or service delivery, with at least 5 years at the Director level.
+ Hands-on experience with support platforms, including managing contact center technology and customer interaction solutions.
+ Proven track record of managing high-volume, high-paced support environments in a technology or SaaS company.
+ Deep understanding of support platform capabilities; hands-on experience driving optimization.
+ Expertise in AI and automation technologies, with a focus on practical, scalable solutions.
+ Strong change management capabilities to lead transformative initiatives across a global organization.
+ Exceptional communication and stakeholder management skills, with the ability to influence at all levels.
EDB is committed to supporting our employees' overall well being by offering a range of benefits and resources to promote a healthy work-life balance and wellness. We provide access to CuraLinc to aid employees in health and wellness tips and practices, as well as Wellness Fridays extending to December 2025! Check out our career site for more information on perks and benefits and reach out to our Talent Acquisition team for region specific benefits.
We know it takes a unique mix of people and skills to help us in our mission to supercharge Postgres, and we understand that not everyone will check every box. We'd love to hear from you and we want you to apply!
EDB is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. EDB was built on a commitment to trust and respect each other and to embrace an array of people and ideas. These values remain at the center of our culture and are key to our company's integrity.
EDB does not seek or accept unsolicited resumes or CVs from recruitment agencies. EDB and its affiliates are not responsible for, and will not pay, any fees, commissions, or any other similar payment related to unsolicited resumes or CVs except as required in a written signed agreement between EDB and the recruitment agency or party requesting payment of a fee.
#LI-Remote #BI-Remote
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SUPPORT SERVICES-UTILITY (FULL TIME)

78716 Austin, Texas Compass Group, PLC

Posted today

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Job Description

Ensures sanitary kitchen, galley and / or other common areas. Maintains kitchen and / or general work areas, equipment, and utensils in clean and orderly condition. Essential Duties and Responsibilities: Provides quality customer service through one- Support, Utility, Benefits, Manufacturing, Retail, Insurance, Associate

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SUPPORT SERVICES-UTILITY (FULL TIME)

78716 Austin, Texas Compass Group USA

Posted today

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Job Description

Support Service - Utility

We are hiring immediately for full time SUPPORT SERVICE - UTILITY positions. Address: Ascension Seton Medical Center Austin - 1201 West 38th Street, Austin, TX 78705. Note: online applications accepted only.

Schedule: Full time schedule; days may vary, 7:00 am to 3:30 pm. More details upon interview.

Requirement: Prior housekeeping experience in a hospital setting is preferred.

Fixed Pay Rate: $16.00 per hour.

We make applying easy! Want to apply to this job via text messaging? Text JOB to 75000 and search requisition ID number .

If serving others is in your blood and you thrive on the idea of helping someone heal, TouchPoint is the place for you!

We're TouchPoint Support Services and our mission is to serve up hospitality, for patients, their families and visitors at Ascension Health hospitals throughout the U.S. But our work isn't just about cooking, serving, cleaning and transporting patients. We set the stage for healing with sparkling facilities, great food and service.

This is the kind of work that takes a big heart for service and for supporting Ascension's mission to improve the health of the poor and vulnerable. We're serious about the role we play in healing and just as passionate about having fun, supporting each other and serving our communities.

Maybe you have a passion for people and an obsession with service. Or maybe you're looking for a launchpad for a career managing people. Are you generous and hard working? When you spot a need, are you ready to jump?

Job Summary

Summary: Ensures sanitary kitchen, galley and/or other common areas. Maintains kitchen and/or general work areas, equipment, and utensils in clean and orderly condition.

Essential Duties and Responsibilities:

  • Provides quality customer service through one-on-one attention to detail.
  • Ensures highest sanitary standards are maintained in accordance with company, client and government requirements.
  • Plans cleaning and work schedules.
  • Advises management of purchasing needs with a focus on minimizing waste and avoiding product shortages.
  • Ensures good order and maintenance of all equipment; immediately reports deficiencies to supervisor.
  • Sorts, counts, folds, marks and carries linens; makes beds.
  • Cleans lobbies, lounges, restrooms, corridors, elevators and stairways.
  • Sweeps, scrubs, waxes and polishes floors.
  • Transports trash to disposal area.
  • Replenishes bathroom supplies.
  • Inventories stock to ensure adequate supplies.
  • Cleans and sanitizes galley and dining areas.
  • Breaks down and cleans steam table.
  • Washes pots, pans, dishes and utensils.
  • Refills condiments and stock as needed.
  • Preps food when applicable.
  • Makes and/or fills coffee, juice, tea and other available beverages.
  • Contributes to the team; exhibits professionalism with customers, fellow employees and others.
  • Performs other duties as assigned.

Associates at Touchpoint are offered many fantastic benefits.

Both full-time and part-time positions offer the following benefits to associates:

  • Retirement Plan
  • Associate Shopping Program
  • Health and Wellness Programs
  • Discount Marketplace
  • Identity Theft Protection
  • Pet Insurance
  • Voluntary Benefits, including Critical Illness Insurance, Accident Insurance, Hospital Indemnity Insurance, Legal Services, and Choice Auto and Home Program

In addition, full-time positions also offer the following benefits to associates:

  • Medical
  • Dental
  • Vision
  • Life Insurance/AD
  • Disability Insurance
  • Commuter Benefits
  • Employee Assistance Program
  • Flexible Spending Accounts (FSAs)

Associates may also be eligible for paid and/or unpaid time off benefits in accordance with applicable federal, state, and local laws. For positions in Washington State, Maryland, or to be performed Remotely, click here for paid time off benefits information.

About Compass Group: Achieving leadership in the foodservice industry

Compass Group is an equal opportunity employer. At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.

Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation. Disclaimer: this job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, the Company reserves the right to modify or change the essential functions of the job based on business necessity.

Applications are accepted on an ongoing basis. Application Deadline: applications are accepted ongoing until all openings are filled for this position. If an applicant is declined due to the position being filled, they may still be considered for future opportunities and are always welcome to reapply. Touchpoint maintains a drug-free workplace.

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SUPPORT SERVICES-UTILITY (FULL TIME)

78716 Austin, Texas Compass Group, North America

Posted 3 days ago

Job Viewed

Tap Again To Close

Job Description

TouchPoint

  • We are hiring immediately for full time SUPPORT SERVICE - UTILITY positions.

  • Address : Ascension Seton Medical Center Austin - 1201 West 38th Street, Austin, TX 78705. Note: online applications accepted only .

  • Schedule : Full time schedule; Days may vary, 7:00 am to 3:30 pm. More details upon interview.

  • Requirement : Prior housekeeping experience in a hospital setting is preferred.

  • Fixed Pay Rate: $16.00 per hour.

We Make Applying Easy! Want to apply to this job via text messaging? Text JOB to 75000 and search requisition ID number .

The advertised program is a conversational recruiting assistant that helps you apply to jobs with Compass Group. Message frequency varies. Message and data rates may apply. Text STOP to opt out or HELP for help. Terms and conditions:

If serving others is in your blood and you thrive on the idea of helping someone heal, TouchPoint is the place for you!

We asked some of our associates why they love working for Touchpoint. Click here ( to see what they said!

We’re TouchPoint Support Services and our mission is to serve up hospitality, for patients, their families and visitors at Ascension Health hospitals throughout the U.S. But our work isn’t just about cooking, serving, cleaning and transporting patients. We set the stage for healing with sparkling facilities, great food and service.

This is the kind of work that takes a big heart for service and for supporting Ascension’s mission to improve the health of the poor and vulnerable. We’re serious about the role we play in healing – and just as passionate about having fun, supporting each other and serving our communities.

Maybe you have a passion for people and an obsession with service. Or maybe you’re looking for a launchpad for a career managing people. Are you generous and hard working? When you spot a need, are you ready to jump?

Job Summary

Summary: Ensures sanitary kitchen, galley and / or other common areas. Maintains kitchen and / or general work areas, equipment, and utensils in clean and orderly condition.

Essential Duties and Responsibilities:

  • Provides quality customer service through one-on-one attention to detail.

  • Ensures highest sanitary standards are maintained in accordance with company, client and government requirements.

  • Plans cleaning and work schedules.

  • Advises management of purchasing needs with a focus on minimizing waste and avoiding product shortages.

  • Ensures good order and maintenance of all equipment; immediately reports deficiencies to supervisor.

  • Sorts, counts, folds, marks and carries linens; makes beds.

  • Cleans lobbies, lounges, restrooms, corridors, elevators and stairways.

  • Sweeps, scrubs, waxes and polishes floors.

  • Transports trash to disposal area.

  • Replenishes bathroom supplies.

  • Inventories stock to ensure adequate supplies.

  • Cleans and sanitizes galley and dining areas.

  • Breaks down and cleans steam table.

  • Washes pots, pans, dishes and utensils.

  • Refills condiments and stock as needed.

  • Preps food when applicable.

  • Makes and/or fills coffee, juice, tea and other available beverages.

  • Contributes to the team; exhibits professionalism with customers, fellow employees and others.

  • Performs other duties as assigned.

Associates at Touchpoint are offered many fantastic benefits.

Both full-time and part-time positions offer the following benefits to associates:

  • Retirement Plan

  • Associate Shopping Program

  • Health and Wellness Programs

  • Discount Marketplace

  • Identity Theft Protection

  • Pet Insurance

  • Voluntary Benefits, including Critical Illness Insurance, Accident Insurance, Hospital Indemnity Insurance, Legal Services, and Choice Auto and Home Program

In addition, full-time positions also offer the following benefits to associates:

  • Medical

  • Dental

  • Vision

  • Life Insurance/AD

  • Disability Insurance

  • Commuter Benefits

  • Employee Assistance Program

  • Flexible Spending Accounts (FSAs)

Associates may also be eligible for paid and/or unpaid time off benefits in accordance with applicable federal, state, and local laws. For positions in Washington State, Maryland, or to be performed Remotely, click here ( for paid time off benefits information.

About Compass Group: Achieving leadership in the foodservice industry

Compass Group is an equal opportunity employer. At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.

Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation. Disclaimer: this job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, the Company reserves the right to modify or change the essential functions of the job based on business necessity.

Applications are accepted on an ongoing basis.

Application Deadline: applications are accepted ongoing until all openings are filled for this position. If an applicant is declined due to the position being filled, they may still be considered for future opportunities and are always welcome to reapply.

Touchpoint maintains a drug-free workplace.

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SUPPORT SERVICES-UTILITY (FULL TIME)

78716 Austin, Texas Compass Group USA

Posted 3 days ago

Job Viewed

Tap Again To Close

Job Description

TouchPoint
  • We are hiring immediately for full time SUPPORT SERVICE - UTILITY positions.
  • Address : Ascension Seton Medical Center Austin - 1201 West 38th Street, Austin, TX 78705. Note: online applications accepted only.
  • Schedule : Full time schedule; Days may vary, 7:00 am to 3:30 pm. More details upon interview.
  • Requirement : Prior housekeeping experience in a hospital setting is preferred.
  • Fixed Pay Rate: $16.00 per hour.

We Make Applying Easy! Want to apply to this job via text messaging? Text JOB to 75000 and search requisition ID number .

The advertised program is a conversational recruiting assistant that helps you apply to jobs with Compass Group. Message frequency varies. Message and data rates may apply. Text STOP to opt out or HELP for help. Terms and conditions:

If serving others is in your blood and you thrive on the idea of helping someone heal, TouchPoint is the place for you!

We asked some of our associates why they love working for Touchpoint. Clickhereto see what they said!


We're TouchPoint Support Services and our mission is to serve up hospitality, for patients, their families and visitors at Ascension Health hospitals throughout the U.S. But our work isn't just about cooking, serving, cleaning and transporting patients. We set the stage for healing with sparkling facilities, great food and service.

This is the kind of work that takes a big heart for service and for supporting Ascension's mission to improve the health of the poor and vulnerable. We're serious about the role we play in healing - and just as passionate about having fun, supporting each other and serving our communities.

Maybe you have a passion for people and an obsession with service. Or maybe you're looking for a launchpad for a career managing people. Are you generous and hard working? When you spot a need, are you ready to jump?

Job Summary

Summary: Ensures sanitary kitchen, galley and / or other common areas. Maintains kitchen and / or general work areas, equipment, and utensils in clean and orderly condition.

Essential Duties and Responsibilities:

  • Provides quality customer service through one-on-one attention to detail.
  • Ensures highest sanitary standards are maintained in accordance with company, client and government requirements.
  • Plans cleaning and work schedules.
  • Advises management of purchasing needs with a focus on minimizing waste and avoiding product shortages.
  • Ensures good order and maintenance of all equipment; immediately reports deficiencies to supervisor.
  • Sorts, counts, folds, marks and carries linens; makes beds.
  • Cleans lobbies, lounges, restrooms, corridors, elevators and stairways.
  • Sweeps, scrubs, waxes and polishes floors.
  • Transports trash to disposal area.
  • Replenishes bathroom supplies.
  • Inventories stock to ensure adequate supplies.
  • Cleans and sanitizes galley and dining areas.
  • Breaks down and cleans steam table.
  • Washes pots, pans, dishes and utensils.
  • Refills condiments and stock as needed.
  • Preps food when applicable.
  • Makes and/or fills coffee, juice, tea and other available beverages.
  • Contributes to the team; exhibits professionalism with customers, fellow employees and others.
  • Performs other duties as assigned.

Associates at Touchpoint are offered many fantastic benefits.

Both full-time and part-time positions offer the followingbenefits to associates:

  • Retirement Plan
  • Associate Shopping Program
  • Health and Wellness Programs
  • Discount Marketplace
  • Identity Theft Protection
  • Pet Insurance
  • Voluntary Benefits, including Critical Illness Insurance, Accident Insurance, Hospital Indemnity Insurance, Legal Services, and Choice Auto and Home Program

In addition, full-time positions also offer the following benefits to associates:

  • Medical
  • Dental
  • Vision
  • Life Insurance/AD
  • Disability Insurance
  • Commuter Benefits
  • Employee Assistance Program
  • Flexible Spending Accounts (FSAs)

Associates may also be eligible for paid and/or unpaid time off benefits in accordance with applicable federal, state, and local laws. For positions in Washington State, Maryland, or to be performed Remotely, click here for paid time off benefits information.

About Compass Group: Achieving leadership in the foodservice industry

Compass Group is an equal opportunity employer. At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.

Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation.Disclaimer: this job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, the Company reserves the right to modify or change the essential functions of the job based on business necessity.

Applications are accepted on an ongoing basis.

Application Deadline: applications are accepted ongoing until all openings are filled for this position. If an applicant is declined due to the position being filled, they may still be considered for future opportunities and are always welcome to reapply.

Touchpoint maintains a drug-free workplace.

View Now

SUPPORT SERVICES-UTILITY (FULL TIME)

78703 Austin, Texas Compass Group, North America

Posted 3 days ago

Job Viewed

Tap Again To Close

Job Description

TouchPoint
+ We are hiring immediately for full time **SUPPORT SERVICE - UTILITY** positions.
+ **Address** : Ascension Seton Medical Center Austin - 1201 West 38th Street, Austin, TX 78705. _Note: online applications accepted_ _only_ _._
+ **Schedule** : Full time schedule; Days may vary, 7:00 am to 3:30 pm. More details upon interview.
+ **Requirement** : Prior housekeeping experience in a hospital setting is preferred.
+ **Fixed Pay Rate:** $16.00 per hour.
**We Make Applying Easy!** Want to apply to this job via text messaging? Text **JOB** to 75000 and **search requisition ID** **number ** .
_The advertised program is a conversational recruiting assistant that helps you apply to jobs with Compass Group. Message frequency varies. Message and data rates may apply. Text STOP to opt out or HELP for help. Terms and conditions:_ _ serving others is in your blood and you thrive on the idea of helping someone heal, TouchPoint is the place for you!
We asked some of our associates why they love working for Touchpoint. Click here ( to see what they said!
We're TouchPoint Support Services and our mission is to serve up hospitality, for patients, their families and visitors at Ascension Health hospitals throughout the U.S. But our work isn't just about cooking, serving, cleaning and transporting patients. We set the stage for healing with sparkling facilities, great food and service.
This is the kind of work that takes a big heart for service and for supporting Ascension's mission to improve the health of the poor and vulnerable. We're serious about the role we play in healing - and just as passionate about having fun, supporting each other and serving our communities.
Maybe you have a passion for people and an obsession with service. Or maybe you're looking for a launchpad for a career managing people. Are you generous and hard working? When you spot a need, are you ready to jump?
**Job Summary**
**Summary:** Ensures sanitary kitchen, galley and / or other common areas. Maintains kitchen and / or general work areas, equipment, and utensils in clean and orderly condition.
**Essential Duties and Responsibilities:**
+ Provides quality customer service through one-on-one attention to detail.
+ Ensures highest sanitary standards are maintained in accordance with company, client and government requirements.
+ Plans cleaning and work schedules.
+ Advises management of purchasing needs with a focus on minimizing waste and avoiding product shortages.
+ Ensures good order and maintenance of all equipment; immediately reports deficiencies to supervisor.
+ Sorts, counts, folds, marks and carries linens; makes beds.
+ Cleans lobbies, lounges, restrooms, corridors, elevators and stairways.
+ Sweeps, scrubs, waxes and polishes floors.
+ Transports trash to disposal area.
+ Replenishes bathroom supplies.
+ Inventories stock to ensure adequate supplies.
+ Cleans and sanitizes galley and dining areas.
+ Breaks down and cleans steam table.
+ Washes pots, pans, dishes and utensils.
+ Refills condiments and stock as needed.
+ Preps food when applicable.
+ Makes and/or fills coffee, juice, tea and other available beverages.
+ Contributes to the team; exhibits professionalism with customers, fellow employees and others.
+ Performs other duties as assigned.
**Associates at Touchpoint are offered many fantastic benefits.**
Both full-time and part-time positions offer the following benefits to associates:
+ Retirement Plan
+ Associate Shopping Program
+ Health and Wellness Programs
+ Discount Marketplace
+ Identity Theft Protection
+ Pet Insurance
+ Voluntary Benefits, including Critical Illness Insurance, Accident Insurance, Hospital Indemnity Insurance, Legal Services, and Choice Auto and Home Program
In addition, full-time positions also offer the following benefits to associates:
+ Medical
+ Dental
+ Vision
+ Life Insurance/AD
+ Disability Insurance
+ Commuter Benefits
+ Employee Assistance Program
+ Flexible Spending Accounts (FSAs)
_Associates may also be eligible for paid and/or unpaid time off benefits in accordance with applicable federal, state, and local laws._ _For positions in Washington State, Maryland, or to be performed Remotely,_ click here ( _for paid time off benefits information._
**About Compass Group: Achieving leadership in the foodservice industry**
Compass Group is an equal opportunity employer. At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.
Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation. Disclaimer: this job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, the Company reserves the right to modify or change the essential functions of the job based on business necessity.
Applications are accepted on an ongoing basis.
Application Deadline: applications are accepted ongoing until all openings are filled for this position. If an applicant is declined due to the position being filled, they may still be considered for future opportunities and are always welcome to reapply.
Touchpoint maintains a drug-free workplace.
View Now

DIR Support Shared Services

78703 Austin, Texas Lumen

Posted today

Job Viewed

Tap Again To Close

Job Description

**About Lumen**
Lumen connects the world. We are igniting business growth by connecting people, data and applications - quickly, securely, and effortlessly. Together, we are building a culture and company from the people up - committed to teamwork, trust and transparency. People power progress.
We're looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.
**The Role**
The Director of Support Shared Services will lead and oversee the Support Shared Services Center (TIER 1 SALES SYSTEM AND PROCESS GUIDANCE), and Customer Support Services (TASK COMPLETIONS, RESEARCH, AND GUIDANCE). This role is responsible for ensuring high-quality support and service levels to internal sales professionals and the customer support organization. The Director will drive the development and implementation of support strategies, manage resources, and ensure the effective resolution of pre-sales and post-sales issues.
**The Main Responsibilities**
Leadership and Strategy:
+ Develop and implement support strategies for TIER 1 SALES SYSTEM AND PROCESS GUIDANCE, and TASK COMPLETIONS, RESEARCH, AND GUIDANCE teams to enhance service levels and customer satisfaction.
+ Lead and mentor a team of support professionals, fostering a culture of continuous improvement and excellence.
+ Collaborate with cross-functional teams, including the Quote Desk, Order Entry, IT, and customer service, to align support services with organizational goals.
Support Services Management:
+ Oversee the TIER 1 SALES SYSTEM AND PROCESS GUIDANCE team in providing issue resolution and answering questions related to pre-sales processes, policies, systems, and tools.
+ Manage the TASK COMPLETIONS, RESEARCH, AND GUIDANCE team in offering support for existing logos, including quote assistance, contract management, inventory reporting, and billing research.
+ Direct the team in guiding teammates through processes, navigating systems and tools, and maintaining the integrity of the Knowledge Center.
Customer Relationship Management:
+ Ensure effective communication and collaboration with internal sales professionals and the customer support organization.
+ Address and resolve complex customer issues, providing guidance and support as needed.
+ Monitor customer feedback and implement improvements to enhance the customer experience.
Resource Allocation and Optimization:
+ Allocate resources effectively to meet support demands and ensure timely issue resolution.
+ Identify and address process gaps, engaging with the process teams to develop long-term solutions.
+ Optimize the use of support tools and systems to improve efficiency and effectiveness.
Reporting and Analysis:
+ Track and analyze support metrics to measure performance and identify areas for improvement.
+ Prepare and present reports on support activities, trends, and outcomes to senior management.
+ Utilize data to drive decision-making and enhance support strategies.
Embrace Digital Transformation:
+ Automation and AI Integration: Implement AI-driven chatbots and automation tools to handle routine support tasks, freeing up human agents to focus on more complex issues. This will enhance efficiency and reduce response times.
+ Data Analytics: Utilize advanced data analytics to gain insights into customer behavior, identify trends, and proactively address potential issues. This will help in making data-driven decisions and improving overall support quality.
Enhance Customer Experience:
+ Personalized Support: Develop personalized support strategies by leveraging customer data to tailor interactions and provide relevant solutions. This will increase customer satisfaction and loyalty.
+ Omnichannel Support: Ensure seamless support across multiple channels, including phone, email, chat, social media, and self-service portals. This will provide customers with a consistent and convenient support experience.
**What We Look For in a Candidate**
+ Bachelor's degree in Business Administration, Information Technology, or a related field.
+ Proven experience in a leadership role within a support services environment.
+ Strong understanding of pre-sales and post-sales processes, systems, and tools.
+ Excellent communication, interpersonal, and problem-solving skills.
+ Ability to manage multiple priorities and work effectively in a fast-paced environment.
Preferred Qualifications:
+ Experience with CRM systems and customer support tools.
+ Knowledge of industry best practices in support services and customer relationship management.
**Compensation**
This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.
Location Based Pay Ranges
$149,084 - $98,779 in these states: AL AR AZ FL GA IA ID IN KS KY LA ME MO MS MT ND NE NM OH OK PA SC SD TN UT VT WI WV WY
156,539 - 208,718 in these states: CO HI MI MN NC NH NV OR RI
163,993 - 218,657 in these states: AK CA CT DC DE IL MA MD NJ NY TX VA WA
Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process.
Learn more about Lumen's:
Benefits ( Structure
#LI-Remote
Requisition #:
**Background Screening**
If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page ( . Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
**Equal Employment Opportunities**
We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, "protected statuses"). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.
**Disclaimer**
The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.
In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.
Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.
**Application Deadline**
09/15/2025
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Service Desk Agent II

78703 Austin, Texas ASM Research, An Accenture Federal Services Company

Posted 3 days ago

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Job Description

**General Summary**
Provides remote Tier 1 technical end user support to an enterprise of roughly 4500 users in a Microsoft Windows environment. Work on a team of Service Desk technicians to resolve and escalate user incidents and requests. Analyze, troubleshoot, and resolve Windows incidents. Carry out process workflows while upholding government policies and procedures. Provide technical assistance over the phone for a wide variety of hardware, software and site-specific applications in an enterprise environment.
**Job Responsibilities**
+ Provide front line support for IT systems and software, fielding telephone calls, voicemails, emails, and portal requests.
+ Attempt incident resolution using industry knowledge and provided Knowledge Articles. Solve technical issues or escalate in a professional and timely manner, bringing in other subject matter experts as required.
+ Enter IT incident descriptions and troubleshoot the issue sufficiently to appropriately refer the incident to the correct IT support group.
+ Track issues using an ITSM ticketing system. Keep meticulous notes.
+ Troubleshoot and repair Desktop/Laptop and thin client hardware.
+ Support peripheral devices (Printers, Smartphones, Scanners etc.).
+ Using BPA and industry standards, follow complex procedures, updating procedures as necessary.
+ Understand the IT working environment sufficiently to explain technical issues to a disparate range of technical and non-technical clients.
+ Follow the defined process to document and escalate incidents with tracking software and database.
+ Seek opportunities to improve knowledge, skills and performance and be receptive to constructive criticism.
+ Assist in mentoring junior team members and accept mentoring from senior team members.
+ Other supporting duties as directed.
**Minimum Qualifications**
+ 3-5+ years IT experience in an IT Service Desk Tier 1 Enterprise position.
+ Possess a working knowledge and progressive experience in a Microsoft computer support
+ Experienced in all facets of troubleshooting and repairing the standard set of peripherals in an enterprise environment
+ Familiar with supporting smartphones and other mobile devices
+ Demonstrate the highest possible standards of customer support and produce maximum customer satisfaction
+ Strong interpersonal communication skills both written and verbal
+ US Citizen able to pass a government background check.
+ Bachelor of Science in Computer/Information Technology or a directly-related field is preferred however not required.
**Other Job Specific Skills**
+ Excellent customer service skills.
+ Excellent communication and interpersonal skills
+ Using a knowledge document, works independently with general supervision and maintains a high-degree of professional conduct at all times
+ Strong problem solving and analytical skills
+ Technical expertise in:
+ Microsoft Windows Operating Systems
+ Microsoft Office
+ Network Connectivity
+ Print Services
+ E-Mail and Internet mail
+ Instant Messaging
+ Mobile Device Management
+ Strong understanding of how PC work and related troubleshooting
+ Ability and desire to build additional technical skills
+ Ability to interact effectively with others
+ Ability to follow instructions to produce desired results
+ Aptitude to multi-task workloads
+ Ability to remain calm and courteous when clients are less so
+ Ability to work with broad range of experience levels
**Compensation Ranges**
Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.
**EEO Requirements**
It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.
All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.
Physical Requirements
The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.
**Disclaimer**
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
$30 - $30
EEO Requirements
It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.
All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.
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Service Desk Analyst II

78703 Austin, Texas SHI

Posted 3 days ago

Job Viewed

Tap Again To Close

Job Description

**About Us**
**Since 1989, SHI International Corp. has helped organizations change the world through technology. We've grown every year since, and today we're proud to be a $15 billion global provider of IT solutions and services.**
**Over 17,000 organizations worldwide rely on SHI's concierge approach to help them solve what's next.** **But the heartbeat of SHI is our employees - all 6,000 of them.** **If you join our team, you'll enjoy:**
+ **Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.**
+ **Continuous professional growth and leadership opportunities.**
+ **Health, wellness, and financial benefits to offer peace of mind to you and your family.**
+ **World-class facilities and the technology you need to thrive - in our offices or yours.**
**Job Summary**
The Service Desk Analyst II provides both Level 1 and Level 2 technical support to end-users, efficiently managing a wide variety of service requests and incidents. This role is suited for professionals who demonstrate a strong sense of urgency, consistency, and are developing a deeper technical specialization within the service desk environment.
This position is hybrid in our Austin or New Jersey office, Tuesday-Thursday in office and Monday and Friday remote.
**Role Description**
+ Respond to a wide range of service requests and incidents from end-users across the organization, covering hardware, software, and application support.
+ Independently interpret, diagnose, and resolve technical issues using available documentation and resources.
+ Contribute to the creation, maintenance, and improvement of support documentation and knowledge base articles for common issues and solutions.
+ Clearly communicate technical details, resolution steps, and escalation information to users and internal teams as needed.
+ Provide in-depth troubleshooting and resolution for most service desk requests, escalating more complex issues according to established procedures.
+ Regularly meet or exceed performance targets for ticket resolution, customer satisfaction, and service desk metrics.
+ Participate in special projects, rollouts, and departmental initiatives as assigned by management.
+ Mentor and assist junior analysts and new team members, sharing knowledge and best practices.
**Behaviors and Competencies**
+ Multi-Tasking: Can identify opportunities for task optimization, propose solutions, and manage multiple tasks without explicit instructions.
+ Organization: Can prioritize daily tasks, manage personal workflow, and utilize basic tools to keep track of responsibilities.
+ Self-Motivation: Can identify personal or professional growth opportunities, propose self-improvement strategies, and take action without explicit instructions.
+ Initiative: Can identify opportunities for improvement, propose solutions, and take action without explicit instructions.
+ Adaptability: Can adjust to changes in the work environment, manage multiple tasks, and effectively handle uncertainty.
+ Communication: Can effectively communicate complex ideas and information, and can adapt communication style to the audience.
+ Problem-Solving: Can identify problems, propose solutions, and take action to resolve them without explicit instructions.
+ Teamwork: Can work effectively in a team, contributing ideas and effort, and respecting the contributions of others.
+ Time Management: Can generally use time effectively and is working towards improving task prioritization and deadline management.
+ Presenting: Can prepare and deliver presentations, addressing key points and responding to questions with clarity.
**Skill Level Requirements**
+ Ability to simplify and effectively communicate complex problems to stakeholders across various functions and levels. - Basic
+ Proficiency in creating structured frameworks for organizing and interpreting data. - Basic
+ Experience in utilizing Microsoft Excel for data analysis, including the use of formulas, functions, pivot tables, and data visualization tools. - Basic
+ The ability to tackle problems by using a logical, systematic, sequential approach. - Basic
+ Familiarity with the specific processes, policies, and procedures of SHI's Integration Center to effectively navigate and utilize internal operations preferred - Basic
+ Proficiency in supporting Windows desktop environments and basic server-side troubleshooting.
+ Experience with incident and request management systems (e.g., ServiceNow, Remedy, Jira Service Desk).
+ Strong analytical and problem-solving skills for diagnosing and resolving technical issues.
+ Excellent communication skills with the ability to explain complex technical information to non-technical users.
+ Ability to work independently and proactively update or enhance documentation and support processes.
+ Effective time management and organizational skills in a fast-paced environment.
**Preferred Skills**
+ Experience supporting cloud-based productivity tools such as Microsoft 365, Google Workspace, or similar platforms.
+ Basic understanding of networking, security concepts, and remote access solutions (VPN, MFA, etc.).
+ Relevant professional certifications, such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or ITIL Foundation.
**Other Requirements**
+ Completed Bachelor's Degree in a related field, or relevant work experience required
+ 3-6 years of experience in a similar role, preferably with an MSP
+ 1-3 years of experience with Power Query, VBA, or similar automation language
+ Ability to work flexible hours
+ Minimum 2 years of experience in the following areas:
+ Windows, Linux server OS, Citrix.
+ Datacenter hardware.
+ Cloud-based productivity products.
+ Networking - DNS, DNCP. IPV4, VOIP.
+ Security - Firewall, Antivirus, Spam filtering.
+ Internet technologies.
+ Helpdesk ticketing system.
+ Data backup and restore technologies
**Additional Requirements**
One or more certifications in any of the following areas:
+ AWS Certification
+ Microsoft Certification
+ Google Certification
+ Desktop as a Service - DaaS
The base salary for this position is $5,000 - 85,000. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.
Equal Employment Opportunity - M/F/Disability/Protected Veteran Status
View Now

Service Desk Analyst II

78703 Austin, Texas SHI

Posted 3 days ago

Job Viewed

Tap Again To Close

Job Description

**About Us**
**Since 1989, SHI International Corp. has helped organizations change the world through technology. We've grown every year since, and today we're proud to be a $15 billion global provider of IT solutions and services.**
**Over 17,000 organizations worldwide rely on SHI's concierge approach to help them solve what's next.** **But the heartbeat of SHI is our employees - all 6,000 of them.** **If you join our team, you'll enjoy:**
+ **Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.**
+ **Continuous professional growth and leadership opportunities.**
+ **Health, wellness, and financial benefits to offer peace of mind to you and your family.**
+ **World-class facilities and the technology you need to thrive - in our offices or yours.**
**Job Summary**
The Service Desk Analyst II provides both Level 1 and Level 2 technical support to end-users, efficiently managing a wide variety of service requests and incidents. This role is suited for professionals who demonstrate a strong sense of urgency, consistency, and are developing a deeper technical specialization within the service desk environment.
This position is hybrid in our Austin or New Jersey office, Tuesday-Thursday in office and Monday and Friday remote.
**Role Description**
+ Respond to a wide range of service requests and incidents from end-users across the organization, covering hardware, software, and application support.
+ Independently interpret, diagnose, and resolve technical issues using available documentation and resources.
+ Contribute to the creation, maintenance, and improvement of support documentation and knowledge base articles for common issues and solutions.
+ Clearly communicate technical details, resolution steps, and escalation information to users and internal teams as needed.
+ Provide in-depth troubleshooting and resolution for most service desk requests, escalating more complex issues according to established procedures.
+ Regularly meet or exceed performance targets for ticket resolution, customer satisfaction, and service desk metrics.
+ Participate in special projects, rollouts, and departmental initiatives as assigned by management.
+ Mentor and assist junior analysts and new team members, sharing knowledge and best practices.
**Behaviors and Competencies**
+ Multi-Tasking: Can identify opportunities for task optimization, propose solutions, and manage multiple tasks without explicit instructions.
+ Organization: Can prioritize daily tasks, manage personal workflow, and utilize basic tools to keep track of responsibilities.
+ Self-Motivation: Can identify personal or professional growth opportunities, propose self-improvement strategies, and take action without explicit instructions.
+ Initiative: Can identify opportunities for improvement, propose solutions, and take action without explicit instructions.
+ Adaptability: Can adjust to changes in the work environment, manage multiple tasks, and effectively handle uncertainty.
+ Communication: Can effectively communicate complex ideas and information, and can adapt communication style to the audience.
+ Problem-Solving: Can identify problems, propose solutions, and take action to resolve them without explicit instructions.
+ Teamwork: Can work effectively in a team, contributing ideas and effort, and respecting the contributions of others.
+ Time Management: Can generally use time effectively and is working towards improving task prioritization and deadline management.
+ Presenting: Can prepare and deliver presentations, addressing key points and responding to questions with clarity.
**Skill Level Requirements**
+ Ability to simplify and effectively communicate complex problems to stakeholders across various functions and levels. - Basic
+ Proficiency in creating structured frameworks for organizing and interpreting data. - Basic
+ Experience in utilizing Microsoft Excel for data analysis, including the use of formulas, functions, pivot tables, and data visualization tools. - Basic
+ The ability to tackle problems by using a logical, systematic, sequential approach. - Basic
+ Familiarity with the specific processes, policies, and procedures of SHI's Integration Center to effectively navigate and utilize internal operations preferred - Basic
+ Proficiency in supporting Windows desktop environments and basic server-side troubleshooting.
+ Experience with incident and request management systems (e.g., ServiceNow, Remedy, Jira Service Desk).
+ Strong analytical and problem-solving skills for diagnosing and resolving technical issues.
+ Excellent communication skills with the ability to explain complex technical information to non-technical users.
+ Ability to work independently and proactively update or enhance documentation and support processes.
+ Effective time management and organizational skills in a fast-paced environment.
**Preferred Skills**
+ Experience supporting cloud-based productivity tools such as Microsoft 365, Google Workspace, or similar platforms.
+ Basic understanding of networking, security concepts, and remote access solutions (VPN, MFA, etc.).
+ Relevant professional certifications, such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or ITIL Foundation.
**Other Requirements**
+ Completed Bachelor's Degree in a related field, or relevant work experience required
+ 3-6 years of experience in a similar role, preferable within an MSP
+ 1-3 years of experience with Power Query, VBA, or similar automation language
+ Ability to work flexible hours
+ Minimum 2 years of experience in the following areas:
+ Windows, Linux server OS, Citrix.
+ Datacenter hardware.
+ Cloud-based productivity products.
+ Networking - DNS, DNCP. IPV4, VOIP.
+ Security - Firewall, Antivirus, Spam filtering.
+ Internet technologies.
+ Helpdesk ticketing system.
+ Data backup and restore technologies
**Additional Requirements**
One or more certifications in any of the following areas:
+ AWS Certification
+ Microsoft Certification
+ Google Certification
+ Desktop as a Service - DaaS
The base salary for this position is $5,000 - 85,000. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.
Equal Employment Opportunity - M/F/Disability/Protected Veteran Status
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