Responsibilities
- Provide phone support to end-users for common office software applications.
- Software applications supported include: MS Word, MS Excel, MS Outlook, LegalKEY, Windows OS, CrowdStrike, BitLocker, SharePoint
- Expert knowledge and ability to troubleshoot MS Word including macros and advanced formatting tools.
- Recommend or perform actions to correct software problems based on knowledge of the application.
- Escalate and document all support calls for which Level 1 resolution is not possible.
- Maintain incident tracking system from the input of issues through the resolutions, including any necessary escalation.
- Assist end-users with remote accessibility issues.
- Provide software support for hand-held devices.
- Communicate effectively with both unskilled and skilled PC users.
- Handle sensitive and/or confidential documents and information.
- Communicate with manager and client on job or deadline issues.
Requirements
- Provide phone support to end-users for common office software applications.
- Software applications supported include: MS Word, MS Excel, MS Outlook, LegalKEY, Windows OS, CrowdStrike, BitLocker, SharePoint
- Expert knowledge and ability to troubleshoot MS Word including macros and advanced formatting tools.
- Recommend or perform actions to correct software problems based on knowledge of the application.
- Escalate and document all support calls for which Level 1 resolution is not possible.
- Maintain incident tracking system from the input of issues through the resolutions, including any necessary escalation.
- Assist end-users with remote accessibility issues.
- Provide software support for hand-held devices.
- Communicate effectively with both unskilled and skilled PC users.
- Handle sensitive and/or confidential documents and information.
- Communicate with manager and client on job or deadline issues.
Work Arrangement
On-site — client locations
Team
Structure: on-site Williams Lea team
Additional Information
- Schedule: Monday - Friday 10:00am - 7:00pm
- Call center environment
