Internal Support Specialist

Job Duties

• Provide highly proficient support to all team members via telephone, support tickets, email, and online chat
• Manage large amounts of inbound and outbound communications in a timely and effective manner
• Serve as subject matter expert for locating key resources to assist team members in performing their job duties, including extensive use of Sun's online Knowledge Base
• Deliver information and share resources with team members requiring assistance in a manner which empowers them to seek resources independently
• Utilize exceptional customer service skills while exhibiting patience to exceed internal team members' expectations
• Provide troubleshooting and problem solving assistance to resolve issues promptly
• Perform routine tasks such as resetting passwords, responding to support tickets, provide remote screen sharing assistance, etc.
• Gather information, obtain feedback, and acquire written documentation during troubleshooting activities and resolution
• Maintain strong working knowledge of key people resources to assist team members in performing more complex job duties
• Maintain working knowledge of Sun's key systems, processes, and people to assist with supporting team member inquiries
• Document gaps in availability of documented processes and policies
• Support for audio and visual needs for all locations, when needed
• Assists with the support of all existing company devices, including troubleshooting, repairs, and replacement of peripherals and software, as needed

Requirements

• High School Diploma or GED
• 2 years in experience in a customer service role
• 1 year in experience resolving issues for remote users
• 6 months in previous help desk experience (Preferred)
• 6 months in experience using online CRM, property management, financial, and online database software (Preferred)
• Thorough knowledge of technical hardware, including operating systems, networking, and computer repair (Preferred)
• Reading comprehension and basic math skills
• Able to identify internal team members' needs, clarify information and requests, and provide recommended solutions
• Able to follow directions and verbally give directions via phone or internet chat
• Strong communication, multitasking, and time management skills
• Able to work independently as well as part of a team
• Demonstrated ability to use technology and online systems effectively, including advanced ability to perform online searches
• Proficient in Windows computer operating environments with strong knowledge of Microsoft Office suite
• Able to work a flexible schedule, including evenings and weekends, with ability to work occasional overtime as needed
• Able to be highly customer focused and adapt to different personality types/communication styles
• Strong attention to detail

Preferred Certifications/Licensures

• (CompTIA A+ (Computer service technicians))