GSD Global Support Tech Generalist English/Spanish Required

Responsibilities

• Acts as initial point of contact for customers via telephone, email, or live chat to provide technical support of hardware, systems, sub-systems, applications and/or policies and procedures.
• Provides technical support of hardware, systems, sub-systems and/or applications.
• Affords assistance in navigating around application menus, may be required to remotely access customer's computer.
• Troubleshoots network connectivity issues, collaborating with remote employees on a corporate or Local Unit network.
• Develops and sustains a productive customer relationship, making the customer and their needs a primary focus.
• Offers alternative solutions where appropriate.
• Records all customer contact information in CRM system.
• Escalates more complex problems to the Global Tech Support Specialist when appropriate.

Qualifications

• A High School Diploma or equivalent is required.
• An Associate degree or technical institute degree/certificate in Computer Science or Information Systems is preferred.
• 0 to 2 years previous computer technical support experience is required.
• Strong knowledge of computer hardware, Church meetinghouse technology, network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, VPN software, supporting remote users.
• Understanding of Active Directory to unlock and reset passwords.
• Proficient with troubleshooting all Windows Operating systems.
• Ability to communicate clearly and professionally, both verbally and in writing.
• Outstanding customer skills, with the ability to empathize and professionally troubleshoot and resolve customer issues.

About the Role

The Global Tech Support Generalist supports a wide range of desktops, laptops, tablets, smartphones, software, operating systems, and policies and procedures for The Church of Jesus Christ of Latter-day Saints. Serving as the initial point of contact, this role gathers and analyzes information about the user's issue to answer basic to intermediate questions about hardware, installation, operation, configuration, policies, procedures, and usage of assigned products to determine the best way to resolve their problem.