Production Support Specialist (EM-12296)

Job title:

Jobsgarden

Deliver high-quality end-user support for enterprise software and hardware systems
Assess, triage, research, and resolve incidents and requests in a dynamic 24/7 environment
Provide after-hours and weekend support as needed
Apply strong attention to detail, follow-through, and teamwork to every task
Support all client computing needs through phone, online chat, and in-person interactions
Create positive customer experiences by building rapport, trust, and clear communication
Ensure timely issue resolution or escalation by evaluating business impact and updating users promptly
Investigate, diagnose, resolve, and recover hardware/software problems
Perform installations, modifications, diagnostics, and repairs on computer hardware and peripherals

Requirements:

Excellent customer service and communication skills
2 to 5 years of relevant experience in a complex, high-tech, fast-paced support environment
Preferred (not required): prior technical support experience
College degree (BA) or currently pursuing higher education
Strong problem diagnosis skills in complex environments and ability to provide swift solutions
Self-motivated and able to work independently under pressure
Flexibility to work variable shifts, including evenings, weekends, and holidays
Proven experience supporting enterprise software and hardware systems
Solid technical understanding and hands-on ability to support existing systems