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Global Support Engineer

*If not located in Raleigh, North Carolina, this position is a remote/telecommute position.

COMPAREX is a market leading cloud migration, licensing and technology solutions provider.  Today we serve our clients in over 30 nations; providing world-class technical expertise and a commitment to customer service excellence.
 

Mission/Purpose of the Position

The COMPAREX Support Specialist is a technical remote support role that is responsible for supporting and maintaining key systems and infrastructure for our customer base.  The Support Specialist is a highly motivated individual with a strong technical aptitude and Microsoft product knowledge.  This individual should have outstanding customer services skills, exceptional communication skills, and enthusiasm to exceed customer expectations. They need to be able to balance priorities, excel at problem solving with complex tasks, and establish effective relationships with customers.
 

Results to be achieved

This position will be responsible for supporting COMPAREX GMS services and Microsoft CSP products.  While maintaining high customer service standards and excellent customer satisfaction, the Support Specialist will be required to:           

  • Maintain client documentation.
  • Support customers remotely while maintaining high customer service standards. 
  • Maintain excellent customer satisfaction ratings from clients.
  • Ensure flawless and timely execution of all customer related requests.
  • Advance technical knowledge through education and achievement of certifications.
  • Identify value-added opportunities for clients related to COMPAREX services.
  • Develops and maintains internal/external facing support guides. 


Helps establish a company culture centered on our corporate values, P.R.I.D.E.

Personal Growth: A great place to develop a personal career in technology industry

Respect: Mutual respect, for the individual and each other

Integrity: Honest, fair and ethical: Shines through in all that you do

Diversity: Embracing cultures and talents from all 31 COMPAREX countries. A competitive differentiator

Excellence: We want to be the best in all we do. Period, full stop        

 

Processes

The Support Specialist works directly with the COMPAREX’s customer base as the initial point of contact for customer’s support issues via phone, email, and portal. The Support Specialist is responsible for contacting and resolving client issues in a timely manner. This individual will identify, research, and resolve issues within a tier 1 competency. The Support Specialist is part of a global team of engineers and supported by escalation points as well as remote support tools and documentation.

 

Results Measured & Metrics

The Support Specialist’s primary measurement of success will be based on customer satisfaction, meeting SLA requirements, and continuing advancement of technical knowledge. 

Financial Metrics

  • Ensuring Tickets are closed in a timely manner
  • Maintaining high levels of customer satisfaction
  • Meeting or exceeding SLA guidelines

Activity Metrics

  • Customer Satisfaction
  • Opportunities Identified
  • SLA Requirements
  • Certifications Achieved
  • Meetings and Project Deadlines
     

Qualifications & Requirements

Education: Bachelor’s or Equivalent
Experience: Entry Level
Travel: 10%

  • Fluent in English
  • Available for on-call rotation
  • Ability to work in a fast paced environment
  • Excellent Customer Service Skills
  • Excellent Communications Skills
  • Well organized
  • Critical Thinking
  • Knowledge of Office 365 and/or the Microsoft Cloud
  • Experience with Windows 7, Windows 8, and Windows 10
  • Experience with Mac OSX
  • Experience with Microsoft Office 2007-2016
  • Knowledge of Anti-malware and anti-virus solutions
  • Knowledge of Wireless networking
  • Experience with Mobile devices such as iPhones, Android, Windows Mobile and Blackberry
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