Location: Phoenix,AZ, USA
Grant Thornton is seeking a Customer Experience Associate to join the team in Phoenix, AZ
Summary:??The goal of the Customer Experience Associate (CX Associate) is to ensure Grant Thornton employees receive a high level of support in a timely fashion in a fast-paced environment. Grant Thornton employees are fully billable and require near 100% laptop uptime.??The CX Associate is the first on-site responder and starts our Customer's Experience journey. They will provide an enhanced level of hands on and remote support for a specific office or offices. Working in conjunction with our Customer Experience team to ensure 100% uptime and a positive customer experience.
This is a hybrid position that requires the ability to work out of the local Grant Thornton office Monday through Thursday. This is subject to change based upon business needs.
Essential Job Functions:
* Each CX Associate is responsible for providing enhanced IT customer support their assigned offices, including in-office walk-ups
* Helping customers manage software installations and hardware repair
* Guiding customers on troubleshooting issues
* Technical knowledge regarding GT's applications and services
* Own issues and bring them to resolution as quickly as possible while providing proactive updates
* Strong communication skills
* Knowledge of escalation path when troubleshooting complex laptop issues for quick resolution
* Participate in MIM calls for their offices of support to assist with gathering information, troubleshooting and testing of solutions
* Troubleshoot issues in a Windows 10, Office 365 and SharePoint environment
* Utilize remote support tools in support of dispatch offices where a technician is not always on site
* Finding solutions from previous cases using the Knowledge Base
* Communicate knowledge gaps in issue resolution
* Ensure tickets are properly updated and asset management system is properly updated
* Participates in testing of images and software deployments at the Pilot level ensuring documentation is accurate
* Assists with events in-offices or conferences
* Provide on-site support for client meetings
* Weekly maintenance of on-site printers, access points, conference room technology, MDF closets and phone equipment
* Maintenance of on-site IT space and routinely monitor inventory stock
* Provide concise and detailed information on issues when escalating to other groups or Customer Experience leaders for assistance
* Be proactive in taking ownership of tasks and managing them through completion and knowing when to ask for help
* Flexibility to learn new technologies and quickly adapt
* Ability to work on-site at assigned offices
* Other duties as assigned
Basic Qualifications:
* College degree or equivalent combination of education and experience
* Prior experience with end user services, information technology or related field
* 1 to 3 years of experience in field service support working with technology industry
Other Qualifications:
* Strong knowledge of Windows Operating systems
* Strong Knowledge of Office products
* Knowledge of Remedy or ServiceNow ticket systems
* Established laptop hardware experience
* Understanding of mobile devices calendar and mail support for iOS and Android
* Basic analytical and problem-solving skills
* Experience working with printers, copiers, faxes, video conferencing, and other multimedia technology
* Strong interpersonal skills to interact with clients and team members
* Strong organizational skills
* Strong communication skills
* Ability to work independently but also in a team environment
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