Job description
Technical Support Consultant
Electric is the industry leader in providing world-class IT technology and real-time support for small and mid-sized businesses. With over 700 customers and more than 40,000 employee end-users, Electric's IT platform includes: real-time support powered by 200+ IT technicians, security, device & inventory management, network & server management, application & cloud management, employee on-boarding and off-boarding, procurement & provisioning, and data monitoring & insights. Electric is a Series D company funded by an all-star team of investors including: Bessemer Venture Partners, GGV Capital, 01 Advisors, Primary Venture Partners, Bowery Capital, Slack, Atreides Management, Vintage Investment Partners, and Greenspring Associates.
Electric has over 500 employees and is led by a seasoned executive team. Our company is a fun, fast-paced environment with enormous opportunities for career advancement. We are seeking highly motivated, detail-oriented go-getters who want to move up in a tech startup.
The Role
We are seeking an onsite support consultant to join our Service Desk team. This position will provide on-site support Monday - Friday, 9am-6pm EST to Electric customers while maintaining excellent communication, technical support, and main level ticket tracking in an efficient and effective manner. If you have strong troubleshooting experience along with great customer service, apply today!
Responsibilities
- Troubleshoot issues relating to computer hardware and software (typically Mac OS, Windows 10, Office 365, Google G-Suite, Dropbox, Logmein, Slack).
- Act as a point of escalation for customer interactions
- Responsible for hitting an SLA time of 10 minutes to initial response for each case handled.
- Provide quality customer support through thoughtful interactions with clients
- Troubleshoot hardware & accurately determine fixes
- Perform post-resolution follow-ups to help requests
- Research issues to resolve novel technical problems
- Implement and maintain operational documentation and procedures
- Complete technical and special projects as assigned
- Work as a team player by coordinating with cross-functional teams to resolve customer issues
- Collaborate with Product and Engineering to test new features and provide feedback
- Document work via a proprietary ticketing system
Required Qualifications
- College degree from an accredited four-year/two-year institution or relevant technical experience
- 3 years of experience supporting a Windows based Domain Environment.
- Exhibits professionalism and excellent customer service skills
- Experience with Mac and PC devices
- Ability to troubleshoot and diagnose faulty hardware
- Proficient in Microsoft 365 Suite
- Experience troubleshooting network issues for end-users devices
- Exceptional written and verbal communication skills
- Ability to work in an extremely fast-paced environment with real-time SLAs attainment
- Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
- Works well under pressure
- Strong problem-solving and analytical skills.
- Ability to multitask and prioritize tasks
As an organization, we believe in pay transparency and have chosen to abide by NY state, CO and CA pay transparency laws across all roles, regardless of location of hire, and post salaries for all positions eligible for full time hire on our website.
The salary range for this position at Electric:
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