Service Specialist, Customer Service​/HelpDesk

What makes One Step great? Our people! At One Step, we understand that each employee's contributions make us who we are! We are dedicated to creating a healthy and positive culture that empowers every team member to make the greatest impact on our business.

IT company is looking for an experienced Service Specialist to schedule the in-coming service issues in our Technical Customer Service Department. Must have a track record of longevity.

The purpose of this position is to ensure our clients receiving the help they need in a timely manner, by identifying caller needs. This position requires a dynamic, upbeat individual with a technical aptitude. The receptionist is the hub of coordination between the customer and the company.

• Answer/triage incoming/outgoing phone calls, emails, voicemails professionally and cheerfully. Make our customers feel important and that their questions will be resolved in a timely manner. Verification of technical support contracts.
• Enter clients requesting support into the queue.
• Watch queue and dispatch tickets to customer service representatives.
• Keeping all customers not yet assigned to a Specialist well informed as to when their call will be handled.
• Call customers who leave a support call request in voice mail.
• Assist the customer service manager to ensure the Specialist are on the phones at their assigned scheduled times.
• Check open issues for stuck issues and escalated them to the manager for resolution.
• Check open issues daily to be pushed; and update all clients daily on their cases.
• Enter reports of customer complaints into company reporting system.
• Coordinate after-hour coverage.
• Provide administrative support to the technical departments, such as gathering department weekly stats, CRM admin, etc, as needed.
• Other duties as assigned.

• Must have a technical background and technical aptitude.
• Excellent communication skills, both oral and written.
• Being very dependable and reliable.
• Excellent attendance record.
• Calming communication skills.
• Professionalism at all times.
• Ability to multi-task and good organization.
• Ability to work with different personalities.
• Excellent customer service.
• Ability to be strong willed in order to manage call volume and assign duties.
• Willingness to learn.
• Interest in growing into a technical position.

• Health
• Dental
• Vision
• 401K
• AFLAC
• Life Insurance
• Personal & Accident Insurance
• Adoption Assistance
• Commuter Benefits
• Training & Development
• Monthly birthday and anniversary celebrations
• Games and parties celebrating holidays
• Paid Vacation Time
• Paid Sick Leave
• Opportunities for Advancement

One Step Retail Solutions is an Equal Opportunity Employer (EOE).