The goal of the Customer Experience Associate (CX Associate) is to ensure Grant Thornton employees receive a high level of support in a timely fashion in a fast-paced environment. Grant Thornton employees are fully billable and require near 100% laptop uptime. The CX Associate is the first on-site responder and starts our Customer’s Experience journey. They will provide an enhanced level of hands on and remote support for a specific office or offices. Working in conjunction with our Customer Exp... more details
Summary:??
The goal of the Customer Experience Associate (CX Associate) is to ensure Grant Thornton employees receive a high level of support in a timely fashion in a fast-paced environment. Grant Thornton employees are fully billable and require near 100% laptop uptime.??The CX Associate is the first on-site responder and starts our Customer’s Experience journey. They will provide an enhanced level of hands on and remote support for a specific office or offices. Working in conjunction with our Customer Experience team to ensure 100% uptime and a positive customer experience.
Essential Job Functions:
Each CX Associate is responsible for providing enhanced IT customer support their assigned offices, including in-office “walk-ups”
Helping customers manage software installations and hardware repair
Guiding customers on troubleshooting issues
Technical knowledge regarding GT’s applications and services
Own issues and bring them to resolution as quickly as possible while providing proactive updates
Strong communication skills
Knowledge of escalation path when troubleshooting complex laptop issues for quick resolution
Participate in MIM calls for their offices of support to assist with gathering information, troubleshooting and testing of solutions
Troubleshoot issues in a Windows 10, Office 365 and SharePoint environment
Utilize remote support tools in support of dispatch offices where a technician is not always on site
Finding solutions from previous cases using the Knowledge Base
Communicate knowledge gaps in issue resolution
Ensure tickets are properly updated and asset management system is properly updated
Participates in testing of images and software deployments at the Pilot level ensuring documentation is accurate
Assists with events in-offices or conferences
Provide on-site support for client meetings
Weekly maintenance of on-site printers, access points, conference room technology, MDF closets and phone equipment
Maintenance of on-site IT space and routinely monitor inventory stock
Provide concise and detailed information on issues when escalating to other groups or Customer Experience leaders for assistance
Be proactive in taking ownership of tasks and managing them through completion and knowing when to ask for help
Flexibility to learn new technologies and quickly adapt
Other duties as assigned
Basic Qualifications:
College degree or equivalent combination of education and experience
Prior experience with end user services, information technology or related field
1 to 3 years of experience in field service support working with technology industry
Other Qualifications:
Strong knowledge of Windows Operating systems
Strong Knowledge of Office products
Knowledge of Remedy or ServiceNow ticket systems
Established laptop hardware experience
Understanding of mobile devices calendar and mail support for iOS and Android
Basic analytical and problem-solving skills
Experience working with printers, copiers, faxes, video conferencing, and other multimedia technology
Strong interpersonal skills to interact with clients and team members
Strong organizational skills
Strong communication skills
Ability to work independently but also in a team environment
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