Description
The Customer Support Specialist Consultant provides computing support to internal employees - second level problem determination, recording, resolution & escalation of problems if necessary. He/She works with users whose issues could not be resolved in the first call & answering initial user calls during peak call times. He/She resolves complex problems immediately & identifies those issues that are systemic or require senior level support involvement. He/She uses problem management database & help desk systems daily.
Principal Accountabilities:
- Acts as a secondary contact for password resets for most internal applications.
- Decides appropriate course of action when speaking with a customer, such as which actions would accurately solve their technical problem. Decides when problems need to be escalated to a higher-level resource.
- Distributes software to workstations upon request and applies knowledge of licensing process and license tracking. Demonstrates a rudimentary knowledge of common software.
- Provides authentication and entitlement credentials for access to the corporate LAN/WAN as necessary.
- Provides troubleshooting and diagnostics support to record all common customer issues. Resolves basic known issues. Demonstrates a rudimentary knowledge of hardware standards, major components, and how they interface with the environment.
- Troubleshoots all common customer issues - including hardware, software, Internet browser and remote connectivity issues.
Skills & Software Requirements:
- Bachelor's Degree, preferably a Computer / Technology Degree, or relevant work experience.
- Team-oriented individual with strong self-motivation and the ability to work with minimal supervision.
- Excellent communication skills.
- Adaptability - responds appropriately and competently to the demands of work challenges when confronted with changes, ambiguity, adversity, and other pressures.
- Strong problem-solving and troubleshooting abilities.
- Familiarity with Google workspace a plus.
Shift Pattern:
Monday - Friday
10:00am - 6:30pm CST
Occasional weekend work required.
CME Group: Where Futures Are Made
CME Group (www.cmegroup.com) is the world's leading derivatives marketplace. But who we are goes deeper than that. Here, you can impact markets worldwide. Transform industries. And build a career shaping tomorrow. We invest in your success and you own it, all while working alongside a team of leading experts who inspire you in ways big and small. Problem solvers, difference makers, trailblazers. Those are our people. And we're looking for more.
At CME Group, we embrace our employees' diverse experiences, cultures and skills, and work to ensure that everyone's perspectives are acknowledged and valued. As an equal opportunity employer, we recognize the importance of a diverse and inclusive workplace and consider all potential employees without regard to any protected characteristic.
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