User Support Specialist

User Support Specialist –Austin, TX

Kelly Services is currently recruiting for full-time experienced User Support Specialist to provide exceptional customer service to end users for our client, one of the world’s leading innovative technology companies, at its location in Austin, TX.

This contract assignment starts September 2019 and pays $22.00 per hour.

Job Description:

This position requires excellent problem-solving skills, ability to navigate through ambiguous issues, superior written communication skills, ability to work quickly with great accuracy, understanding of company’s Channel Sales tools, passion for constant improvement, and commitment to exceptional customer service.

 

The ideal candidate will be able to solve routine problems independently and know when to request specific direction on more complex problems. This includes working with technical, business and project teams to define processes and procedures to monitor systems, rapidly respond to incoming incident tickets and provide status updates to management and the business so they are informed of any business impacts, in a timely manner and with clarity.

Essential Duties and Responsibilities:

  • Serve as first point of contact for various company sales provisioning/registration systems, training systems, sales portals and account support, including registration and access assistance.
  • Troubleshoots user access issues utilizing comprehensive practical and theoretical understanding of the applications that help channel resellers sell and support company products.
  • Supports sales team by developing and maintaining positive customer relations with clients/customers, which can substantially affect service and/ or product revenue(s).
  • Reports and escalates issues through appropriate channels, effectively communicating information with the applicable team(s) to ensure constant improvement of processes and support.
  • Typical issues include login ID retrieval, account update, content feedback, FAQ related questions, providing registration instructions, escalating technical issues, mass account updates, and more.
  • Consistently provides prompt, reliable, and accurate information to users. Identify opportunities for improvement to support process.
  • Participate in projects and testing efforts related to support.

Required Experience and Skills:

  • Bachelor's Degree or equivalent work experience preferred
  • 2+ years previous experience in a user system support or similar role.
  • Must be flexible and willing to work weekends, some holidays and rotating on-call schedule
  • Prior experience in a production application support role troubleshooting, analyzing and providing root cause analysis
  • Ability to engage and clearly communicate to all levels of the organization.
  • Excellent written and verbal communication skills to ensure quality of product and service on a regular basis as candidate will communicate with the customers (internal & external)
  • Excellent interpersonal, analytical and problem-solving skills
  • Strong organization and time management skills
  • Proven competence in owning tasks, follow through, sharing information, and contributing to a collaborative environment
  • Ability to work independently, efficiently exercising good judgment under deadlines
  • Strong conceptual and process-focused thinking abilities
  • Resourcefulness and flexibility to adapt to company’s changing business needs
  • Ability to work an issue from various angles, ask for help when needed, and see a problem through until it is resolved
  • Must have familiarity with OS and iOS; SAP preferred

 

Term of Assignment:

  • Bachelor's Degree or equivalent work experience preferred
  • 12-month contract assignment to start September 2019
  • Full Time- Hours could be 8-5 or 9-6; TBD
  • Must be flexible and willing to work weekends, some holidays and rotating on-call schedule

 

Important information: This position is recruited for by a remote Kelly office, not your local Kelly branch. Please submit your resume to be considered for this position. If you have questions about the opening, you may contact the recruiter for this position at Lisa.Monsivais@kellyservices.com.

Why Kelly®?

As a worker today, it’s up to you to take charge of your career and look for opportunities to learn, grow, and achieve your potential. Helping you find what’s next is what we’re all about. We know what’s going on in the evolving world of work—just ask the nearly 500,000 people we employ each year. Connecting with us means getting the support, guidance, and opportunities needed to take your career where you may have never imagined.

About Kelly®

At Kelly, we’re always thinking about what’s next and advising job seekers on new ways of working to reach their full potential. In fact, we’re a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.

Kelly is an equal opportunity employer committed to employing a diverse workforce, including, but not limited to, minorities, females, individuals with disabilities, protected veterans, sexual orientation, gender identity. Equal Employment Opportunity is The Law.

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