* Take inbound customer requests via phone, chat, email, or ticket. Work in a remote capacity to resolve reported issues quickly and efficiently.
* Complete duties with the ability to collect and communicate technical concepts, both written & verbal, to a non-technical audience with a high degree of Customer Service.
* Manage identified issues to resolution and perform quality control on solutions for appropriateness and completeness.
* Accurately record/report support issues and solutions per encounter via work tickets in Service Now.
* Provide front line support for a variety of business applications, provision and administer user accounts and reset passwords in Active Directory.
* Effectively escalate issues to other teams as appropriate per SOP for the best Customer Support experience.
* Utilize the defined and approved IT operational processes in the areas of Incident, Change, Request and Problem Management
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to
HR@insightglobal.com.
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:
https://insightglobal.com/workforce-privacy-policy/ .
* Working knowledge with ITIL processes (change management, problem management, incident management)
* Bachelors degree or equivalent training
* Prior helpdesk, service desk or call center environment
* Experience with Service Now
* Relevant technical certification
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.