Strategic Financial Solutions

  • Senior Tech Support Specialist

    Job Locations US-NY-Buffalo
    Category
    Information Technology
    Job ID
    2019-1243
  • Overview

    Are you a someone that thrives in working with a growing technical support team in a rapid environment?  Do you embrace a customer first and ‘no ticket left behind’ attitude?  Would you excel at identifying and presenting opportunities to improve and automate service through technology?

    We’re looking for an individual who will collaborate and contribute with the day to day tasks of the support team.  In addition to an internal team, this role will work with IT leadership and service providers to deploy and support technology servicing 800+ associates across 2 office locations.

    Responsibilities

    • Responsible for creating a positive customer support experience and building strong relationships through communication, problem understanding, and timely resolutions
    • Prioritize and resolve service requests
    • Identify reoccurring technical issues and propose solutions based on root cause analysis
    • Assist users by providing escalated desktop support services
    • Provide end user training when necessary
    • Advise Technical Support teammates on current technical trends and methodologies
    • Support Service Level Agreements on service request response and resolution in accordance with business needs
    • Lead one-time or recurring projects and tasks within the scope of the Tech Support Team. (e.g. software deployments/upgrades, employee moves)
    • Oversee development and communication of usage guides and FAQs
    • Document and maintain Standard Operating Procedures ensuring efficient and consistent resolutions and task
    • Collaborate with Technical Support Manager on ad hoc responsibilities

    Qualifications

    • Highly self-motivated with a sharp attention to detail
    • IT Service Desk support
    • Exceptional customer service abilities
    • Excellent interpersonal skills including oral, and written communication
    • Demonstrated analytical and problem-solving skills
    • Experience in relevant technologies;
      • Deploying and configuring desktop operating systems (Microsoft Windows, Mac OS)
      • Competent with Windows Server Operating Systems
      • Active Directory (including managing and deploying Group Policies)
      • Cloud based call center / telephony systems (8x8 preferred)
      • Office 365 (User, Mailbox and policy management)
      • Basic network configurations and troubleshooting
      • Knowledgeable with Cisco Meraki devices and operating systems
      • ConnectWise Service Board or other related Ticketing System
    • Ability to work with external teams and stakeholders (company, partners, etc.) to achieve broader department goals
    • Aptitude to evaluate and become proficient in new (or new to you) technologies, processes, skills
    • Strong desire to learn, grow, and add value

    About Strategic:

    Strategic Financial Solutions is a 100% Employee Owned financial services company that provides comprehensive debt relief solutions for people in difficult financial situations.  Our Employee Owners are continuously looking for ways to improve the business.  Strategic Financial Solutions has successfully resolved more than $1 Billion in high interest consumer debt for over 100,000 clients.

    Strategic has been recognized numerous times for our culture and our high growth.  In April,  2018 we were ranked as the 23rd Best Company to Work for in New York State.  This was the third consecutive year that we were recognized as a Best Company to Work for in New York State.  Prior to that we were named to the prestigious Inc. 500 list as one of the top 500 fastest growing private companies in the United States.  In 2016 and 2015, Strategic Financial Solutions was named to Crain’s New York Business Fast 50 Companies list that recognizes the fastest growing companies in New York City. Strategic has 2 state-of-the-art facilities, 1 in Manhattan and 1 in Buffalo, to house our rapidly growing family of over 600 associates. We proudly celebrated our 12th anniversary in June, 2019.

     

     

     

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