It Support Engineer Job at Xantrion (Washington)

Job Responsibility

Provide front line phone coverage, and participate in various call center groups
Provide on-site assistance to clients within your local geography
Provide excellent customer service to Xantrion's client base
Provide technical support as assigned for issues related to computer systems, software, and hardware
Log and track support requests in ConnectWise
Prioritize and/or escalate tickets as required to ensure customer satisfaction
Brief customers, as well as management, on the status of current resolution efforts
Work with third party support providers when necessary
Follow up with customers to ensure an issue has been resolved
Submit semi-monthly timesheet and expense reports
Attending scheduled training and meeting sessions
Meet with your manager regularly to discuss opportunities and achievements
Ability to work a variable shift any time during Xantrion's business hours
Perform audits of customer information and systems as necessary to ensure accuracy
Take support tickets from the dispatcher
Update and schedule service tickets until issues have been resolved or further escalated
Perform other duties or special projects as assigned

Bachelor's degree from a four-year university or equivalent experience
Minimum of 3 years of technical support experience required
Basic diagnostic and analytical skills
Basic competency in the use and troubleshooting of MS Office products
Experience using Windows 7, 10, and/or Mac OS
Basic computer literacy across both hardware and software
Ability to be proactive and able to take direction and establish ownership of issues through resolution