Job Description

Job Responsibilities:

• Monitor and manage support tickets, ensuring timely resolution of customer requests.
• Provide high-level support for Salesforce, Outlook, and network connectivity issues.
• Handle critical systems, analyze data, and provide insights to fulfill customer requests.
• Oversee VIP accounts and support sales teams with connection readiness.
• Assist with customer escalations and ensure team quality standards of service.
• Train, coach, and upskill Remote Support Technicians in daily tasks.
• Perform predictive/condition-based analyses of data and develop actionable recommendations.
• Interact with customers via phone, chat, and email to provide remote troubleshooting support.
• Create cases and initiate work orders for Field Services as needed.
• Collaborate with a network of experts for advanced support and data analysis.

Skills:

• Strong proficiency in Salesforce and Outlook, with superuser knowledge of Outlook for support.
• Networking skills, particularly in network connectivity and troubleshooting.
• Excellent organizational skills and the ability to shift priorities based on urgency.
• Strong communication skills for interacting with customers and vendors.
• Ability to work independently and manage multiple tasks without guidance.

Education/Experience:

• Dependable team player with a strong understanding of critical power and cooling systems.
• Experience in remote support and troubleshooting in a technical environment.
• Ability to analyze data and generate meaningful insights for customer actions.
• Must be available to work Monday to Friday, 8 AM – 5 PM Central Time.

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