Technical Operations Support Specialist

JOB SUMMARY

Provides a variety of systems support to staff and customers through the administration and testing of software and hardware products, and the efficient management and resolution of help desk tickets and requests.

POSITION HIGHLIGHTS

• Full-time, benefits-eligible
• On-site at our Melville, NY office
• Short workdays on Friday--out at 1:30 pm

ESSENTIAL DUTIES AND RESPONSIBILITIES

* Manages and resolves help desk tickets and requests

* Responds promptly to customer issues through various mediums like phone, email, and chat

* Provides proactive customer assistance and maintains detailed documentation of all interactions

* Conducts diagnostic tests to identify and resolve customer-reported issues

* Escalates more complex issues to the appropriate next-level support tier

* Performs installation, modifications, and repairs on computer hardware and software

* Ensures successful resolution of issues by conducting follow-ups with customers

* Prepares computers for new hires and assists in inventory management

* Sets up and manages new hires' CRM, Office 365, VPN accounts, and phone system logins

* Guides users to interpret and use the CRM effectively

* Performs LOW-CODE/NO-CODE builds

* Utilizes SQL Query reports

* Troubleshoots basic CRM, VOIP issues and provides answers to procedural questions

* Conducts basic network troubleshooting

* Configures call center settings via GUI

* Analyzes and troubleshoots basic call center issues (including call routing, call logs, and user settings)

* Manages basic call center tasks, such as DID inventory, licensing inventory, and campaign maintenance

* Oversees basic dialer management

* Performs basic Excel tasks, such as formatting CSV statements

* Performs all duties in accordance with all company policies and procedures, and all federal, state, and local laws, wherein the Company operates.

* Performs other duties as assigned.

QUALIFICATIONS

Associate's Degree in a related field or equivalent combination of education and experience, required

Minimum of three (3) years of IT support experience, required
Two (2) or more years experience with CRM software and cloud contact centers, preferred

Dialer management experience. preferred
Prefer experience with Five9, Convosco, and Retreaver

Comptia A+ or Net+ Certification, preferred

PERKS & BENEFITS

• 
  

  Health Insurance*

  
  
• 
  

  Dental and vision insurance*

  
  
• 
  

  401(k) with company match*

  
  
• 
  

  Paid time off

  
  
  

*Available the first of the month following date of hire

Equal Opportunity Employer; SMS participates in the E-Verify system

#LI-DR2