Puretalent matches the best IT and business talent with premier organizations nationwide. Our clients, ranging from Fortune 500 corporations to rapidly growing high-tech companies, are exceptionally served by our 1500+ IT and business consultants. Our industry is growing rapidly, and now is a great time to launch your career with the Puretalent team.
Customer Service Representative V
Duties:
- Provide advanced troubleshooting via phone/portal/web conferencing for all KNOX products
- Document tickets in Salesforce/Service Cloud and provide daily updates for our customers
- Provide advanced technical support and troubleshooting for all respective products
- Primary interface between customers and internal escalation teams
- Investigate complex, multi-faceted issues that involve MDMs, enterprise networks, mail systems and other 3rd party products
- Analyze data, logs, and testing results to help identify root cause
- Evaluate issues from multiple angles; integrate data inputs to develop corrective actions while driving issues to resolution within the required SLAs
- Engage and escalate to other advanced technical support teams when necessary
- Provide progress, post mortem, and other ad hoc reports
Desired Skills/Experience:
- Associate Degree
- 2+ years prior work experience
- Strong technical troubleshooting skills
- Strong communication skills
- Proficient in Mobile Device technical support
- Prior experience working in a service organization a plus
- Prior experience working in a global setting a plus
- Knowledge of Active Directory, MS Exchange and IT Networks