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uBreakiFix Help Desk Specialist

Company: Asurion
Location: Orlando
Posted on: November 11, 2019

Job Description:

The role of the Franchise Support Help Desk Specialist is to provide technical support to our franchisees at the store level. The Help Desk Specialist must be confident with resolving issues independently through making sound business decisions, keeping brand recognition and the ultimate customer experience at the forefront of their interactions. Successful team members will possess an aptitude for diagnosing and resolving problems in the areas of computer hardware and operating system software, applications and connected peripherals. As a leading service provider, we commonly introduce cutting edge technologies into the organization, which drives the need for challenge seekers interested in mastering new skills. In addition, we often work in team environments where strong organizational and communication skills are required and lead to success. You will enjoy the surroundings in a climate-controlled, call center environment - filled with amazing people, incredible career opportunities. Working at UBIF means potentially having the freedom to explore all kinds of career options - from customer service, training and tech support, to management, recruiting and more. UBIF offers fun, challenging opportunities to pursue your professional goals, and we want you to have fun and succeed - because when you're at your best, that's when we're at our best. Your mission (should you choose to accept it) is to provide technical support for users. When it won't turn on, when it won't turn off, or when the screen does that weird blinky thing - that's when they're going to be calling you! You're literally the voice of our brand, and a strong relationship between our franchisees and their customers starts with you. Essential Functions Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Provide support for our in-house point of sale system Provide support for repair technicians in the stores Field incoming requests from users via telephone, email or other established support channels Manage support tickets submitted via internal point-of-sale system Record all help requests, then clearing or resolving the case once the user has confirmed that the problem has been fixed Provide support including weekends and holidays, as required Identify and learn appropriate software and hardware used and supported by the organization Utilize knowledge-base, FAQs, peers and all other available resources to aid in incident resolution to resolve users' issues effectively and efficiently Proactively engage the required resources to ensure the customer expectation is exceeded in a timely manner Maintain, update and create support documentation, instructional guides, and helpful articles for future reference Identify trends in user feedback and review data Make recommendations to improve the user experience based on recorded data Escalate problems, questions, and requests to the appropriate person and or team as required Competencies Technical Capacity. Thoroughness. Communication Proficiency. Learning Orientation. Supervisory Responsibility This is not a supervisory role. Work Environment This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, and printers/scanners. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk and hear. This position requires standing, walking, bending, kneeling, stooping, crouching, crawling and climbing all day. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Position Type/Expected Hours of Work This is a full-time position. Days and hours of work are Monday through Friday. Employees must be available 10:00 a.m. to 10:00 p.m. Travel - No travel is expected for this position. Required Education and Experience Customer service experience is required. Preferred Education and Experience Experience in a call center support role is preferred. EEO Statement It is the policy of uBreakiFix to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, national origin, religion, sex (with or without sexual conduct), age, disability, alienage or citizenship status, marital status, creed, genetic predisposition or carrier status, sexual orientation or any other characteristic protected by law. uBreakiFix prohibits and will not tolerate any such discrimination or harassment. Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. SUP07744 - Orlando - Florida - US - 2019/10/16

Keywords: Asurion, Orlando , uBreakiFix Help Desk Specialist, Other , Orlando, Florida

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