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CompuCom IT / Phone Support Technician in Canton, Ohio

IT / Phone Support Technician

Ref No.: 21-00291

Location: Canton, Ohio

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* * * Contract Opening for 2 Technicians with outstanding end user support skills via the phone to work on-site in Canton – Short Term Project.

Our client is a financial services company that is providing new Chromebooks and phones to their staff to enhance their work-from-home experience. We are looking for technicians to guide the associates with the setup of their equipment, mainly through video conference calls. Excellent communication skills and a friendly disposition are essential.

For Voice Phones Setup Tech:

  • 1-2+ years of IT support preferred

  • 1+ years of troubleshooting experience in IT or Voice support

  • Remote phone support experience highly recommended

  • Must have supported users over the phone to some degree and show they can hold an informative conversation with a customer

  • Soft skills:

  • Excellent manners / polite (appreciative, kind)

  • Ability to listen and restate conversations (pays attention, practices effective listening)

  • Patient and respectful (values others’ opinions and comments)

  • Ability to describe possible resolution steps in several different ways talking to a customer while not talking down to them

  • Confident and helpful (let’s work together to get you all set up)

  • Creative, positive attitude towards work and customers (no worries, we will get this fixed together)

  • Light training provided on how to set up a 6-part phone configuration using training material provided, self-help videos as well as some in-person instruction

  • Will be able to team up with other support techs on initial support calls to gain support experience

Expectations:

  • After initial and live training, Voice Support Techs will be able to support calls with 5+/- call center agents, where they will walk agents through the phone configuration and subsequent testing and troubleshooting when required

  • Techs will escalate any issues that are unresolvable with tier 1 co-workers, then to tier 2 support if needed

  • Report to onsite team lead when they arrive and prior to departure daily

  • Attend all assigned support calls and staying until all customer service agents have completed their setup or proper escalations have occurred

  • Tech will log and report back on results of each training / support calls

  • PPE equipment for COVID-19 protection is required at customer facilities

  • A small application will be required to be installed on the candidates’ phones to report physical well-being prior to a temperature check and coming on-site

W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. * e X cell ™ Supports Equal Employment Opportunity* e X cell ™, a division of CompuCom® Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit www.excell.com .

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