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Technical Support Specialist

Company: OSG
Location: Mount Airy
Posted on: November 22, 2021

Job Description:

OSG is a global provider of leading customer engagement and payment solutions. We help clients integrate critical customer interactions to optimize working capital and drive profitable business growth. Our solutions aim to connect the entire customer experience by aligning transactional, payment, and marketing touchpoints for simplified operations and smarter engagement. Plugging into the power of our innovative technology and data-driven insights, we curate tailored, digital-first strategies for a range of industries. The goal: to modernize processes and create frictionless experiences. Our clients benefit from a partnership that values simplicity, security, and connectivity-for today's environment and tomorrow's innovation.





OSG captures the moments of intersection between transactional, payment, and marketing services to holistically engage customers across platforms. We create more connected customer experiences by simplifying your business processes; transforming your operations; and unifying all communication touchpoints. Our comprehensive solutions embrace the modern consumer's lifecycle, streamline the payment process, reduce costs, and improve efficiency.



We are seeking a talented Technical Support Specialist to join our team to help support and facilitate our growth and expansion of services.



Summary:





We are looking for highly motivated technicians looking to start a long-term position with a newly structured department. The role of a Technical Support Specialist will be responsible for daily front line intake and resolution of issues via tickets and/or phone calls. This technician will work with end users to resolve their issue in a timely manner. The technician will be responsible for making sure that processes are documented and tickets are updated and closed with accurate information. The technician will be responsible for escalating issues to their identified points of contact when the need arises. Responsibilities will also include monitoring alerts from Solarwinds and PRTG as it relates to corporate wide monitoring of servers and identified resources. The position is hired on one of 3 shifts Monday through Friday for 9 hours with a one-hour meal break included in that time. You will work with a paired redundant technician in either our Mount Airy or Birmingham facility while on shift. Weekend and off hour work may be required as necessary but advance notice will be given when available.



What you will do:



Serve as the first point of contact for customers seeking technical assistance over the phone or email

Perform remote troubleshooting through diagnostic techniques and pertinent questions

Determine the best solution based on the issue and details provided by customers

Walk the customer through the problem-solving process via email, chat, or phone

Direct unresolved issues to the next level of support personnel

Record events and problems and their resolution in logs and create SOP when necessary for other team members

Follow-up and update customers with status and information on extended tickets

Identify and suggest possible improvements on procedures

Point of contact for Offshore team on your shift



What You Will Need to be Successful



Required Qualifications:



Good understanding of Windows computer systems, mobile devices, and other tech products

Ability to diagnose and resolve basic technical issues remote and on site

Excellent communication skills both verbally and electronically

Customer-oriented and cool-tempered

Be able to work after hours when necessary to complete projects with another team member





Preferred Qualifications:



Associates Degree in related field

O365 administration

Familiarity with Solarwinds Pingdom

Familiarity with PRTG



Preferred Certifications



A+

Net+

Security+



Veterans please include DD214 with application



Benefits:



3 weeks of paid time off annually

Medical, dental, vision plans, employee assistance program, as well as life insurance and LTD plans

Supplemental life insurance

Voluntary accident and critical illness insurance, respectively

Flexible Spending Account available

401k plan



OSG offers equal employment opportunity and will not discriminate on the bases of race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors.



RSROSG

Keywords: OSG, Winston-Salem , Technical Support Specialist, IT / Software / Systems , Mount Airy, North Carolina

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