Overview
Enterprise Mobility is excited to announce we currently have an opening for a User Support Representative in our Support Services, Global User Support - Technical Department. This is a work from home position. The User Support Representative will be responsible for providing professional, accurate, and timely Tier 1 problem resolution for application, technical, or business-related questions in a remote support center environment. This position focuses on high levels of user knowledge, expert troubleshooting and diagnosis of issues, quality first-contact resolutions, complete and accurate documentation, efficiency, adherence to standard procedures, and customer service skills. We are looking for team players with a passion for technology, and a proven work ethic who can bring added value to the department in the form of superior customer service.
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Schedules: This full-time position offers a full-time training schedule of Mon-Fri, 7am-4pm CST for the first for the first 6 weeks. This full-time position offers a schedule between 6am-7pm CST during weekdays, 7am-4pm CST during weekends, and includes working a minimum of (2) two holidays. Flexibility is based on the business need.
Benefits: This remote position offers a starting pay of $ 20.63 / hour and includes paid virtual training, full-time benefits including medical, dental & vision, 401k with a company match of up to 4% and profit sharing, paid time off, employee discounts and much more.
We offer a robust Benefits Package including, but not limited to:
- Paid Time Off
- Health, Dental, Vision insurance; Life Insurance; Prescription coverage (employees scheduled for 30+ hours)
- Employee discounts on car rentals, car purchases and much more!
- 401(k) retirement plan with company match and profit sharing
- Educational Assistance (full time - 40+ hours only)
Responsibilities
- Provide exceptional customer service while assisting global EH employees, partners, and vendors with a multitude of applications or varying technologies
- Respond to and diagnose problems through research, isolation, and resolution steps
- Use incident management systems to log, track, review, report, and follow up with existing workload
- Resolve a high number of problems with high quality of work
- Develop and implement innovative approaches for existing and potential problems
- Make recommendations for enhancing efficiencies
- Apply known solutions to common problems quickly and efficiently by utilizing stored technical information, escalation procedures, and troubleshooting skills
- Maintain awareness of the incoming workload and adjust performance accordingly
- Adhere to technical, operational, and departmental policies and procedures in a positive manner with customers and peers
- Identify and submit knowledge for future issue response
Equal Opportunity Employer/Disability/Veterans #LI-REMOTE
Qualifications
- Must currently reside in one of the following states:
- AL, AR, AZ, FL, GA, ID, IN, KS, KY, LA, MI, MN, MO, MS, NE, NV, NM, NC, ND, OH, OK, PA, SC, TN, TX, UT, VA, WV, WI, or WY
- Must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future
- Permanent residence with a defined working space that is free of distractions from any background noise including but not limited to sounds from animal/pets, TVs, radios, and children or other adults in the home
- Working from home is not designed or intended to be a replacement for appropriate adult or child dependent care
- Must be at least 18 years old
- Minimum one (1+) years of related IT/Technical experience required
- Two (2+) years of related IT/Technical experience preferred
- Minimum one (1+) years of Microsoft Office, Citrix, and working knowledge of virtual applications and virtual machines required
- Bachelor's degree preferred
- Must be able to meet all current work from home technical requirements
WFH Technical Qualifications for your home office:
- Must have a Windows PC (no Chromebooks or MACs) with Windows 10 OS or higher
- Must have access to a cell phone to validate security information authentication
- Must have a computer USB headset with microphone
- Must have a webcam, both built-in and detached webcams are acceptable
- Must have reliable and consistent high-speed internet access provided by a cable or fiber provider
- Minimum upload speed of 10 mbps and minimum download speed of 100 mbps
- Satellite Internet, 5G home Internet/Cellular/Wi-Fi/Hotspot Services (T-Mobile, Verizon) connections are NOT supported
- The address on your application must be your current, accurate permanent address
*Enterprise reserves the right to verify that your PC and internet meets or exceeds these requirements