Job DescriptionRequisition Title: Technical Support Specialist - WSG(0441B)US-FL-MelbourneTechnical Support SpecialistAt Percepta, we bring first-class service across each market we support. As a Technical Support Specialist in Melbourne, Florida, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.What You’ll Be DoingAnswer phone and email requests for technical assistance and perform Tier 1 and 2 troubleshooting and analysis. Complete and disposition helpdesk tickets such as:Create and/or resolve username and password inquiriesInstall or uninstall basic software componentsVerify proper software setup(s)Assist with application navigationTroubleshoot issues with job role(s)Create and update troubleshooting guidelinesDocument processes where there are no current standardsProvide assistance to Tier 2 and 3 supports when workload permitsMaintain a positive work environment that fosters team performance; support and contribute to open communicationIdentify and report all concerns regarding the program to the appropriate ManagerAdhere to, and support all Percepta business and quality initiatives and company policies and proceduresAttend and participate in team meetingsAct as a mentor to less experienced teammatesAct as a backup for a subject matter expert in the absence of the ManagerDemonstrate leadership capabilitiesWhat You Bring to the RoleHigh School Diploma or equivalentBachelor’s Degree or equivalent work experience within a Technical environmentOne year of practical real-world Personal Computer hardware and software experience, including experience with Microsoft Operating Systems and Microsoft Office applicationsFamiliar with Computer NetworkingSix months experience managing and maintaining a Helpdesk tracking toolWhat You Can ExpectStarting hourly rate of $17.60Health/Dental/Vision/Life InsuranceFlexible Spending Account (FSA) and Health Savings Account (HSA)401(k) with company matchVacation/Sick Time and Paid HolidaysTuition ReimbursementEmployee Assistance ProgramEmployee Discount ProgramTraining and Development Programs (Percepta College)Employee Rewards Program (Perci Perks)A Bit More About Your RoleMonday through Friday 8:30 am through 5:30 pm ESTStrong communication, customer service, and organizational skillsStrong problem resolution and decision-making skillsKnowledge of Windows 7/8/NT/XP and Microsoft Office, Internet technologies, and technical infrastructuresA good listener with a proven ability to build relationships with all types of staffStrong time management skills, attention to detail, and outstanding follow-up skillsThe ability to work well under pressure with tight deadlinesAbility to work flexible hours and accommodate holidays - Some overtime may be required.About PerceptaEstablished in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.Our values are the heartbeat of our organization, and we live, breathe, and play by them every day. As a Percepta team member, you can expect:Culture of Service - to be treated like you are the customer from day oneTeamwork – belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributionsRespect – a team that is accountable, dependable and gives you their full attentionProactive – to surround yourself with solution-oriented people who strive to improve themselves, others, and the organizationCareer Growth - lots of learning opportunities for aspiring minds- be a part of our growing diverse and community-minded organization that is all about having fun!Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.Percepta requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. Percepta is an Equal Opportunity Employer.
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