Brasfield & Gorrie, LLC

  • IT Support Specialist

    Location US-AL-Birmingham
    Job ID
    4254
  • Responsibilities

    Brasfield & Gorrie, a recognized leader in the construction industry, has an exciting opportunity available for an IT Support Specialist in our IT department. The IT Support Specialist will be a part of the corporate office located in Birmingham, AL.

    The IT Support Specialist will perform dispatching, customer service, and administrative duties to receive, screen, record, prioritize, assign, and close customer request for technical service support.

    • Answer inbound calls from users and service technicians in a professional manner
    • Competently dispatch calls and assign service requests to appropriate technicians
    • Create and enter all service tickets into Support Ticketing System
    • Review user information account accuracy
    • Perform quality assurance follow-up calls to ensure customer satisfaction
    • Act as customers’ single point of contact for all types of service requests and technical issues
    • Process service requests as they arrive through email, phone, chat, or direct customer interaction
    • Monitor resource schedules to ensure prompt time entry on service requests
    • Improve customer service, perception, and satisfaction
    • Ensure fast turnaround of customer requests
    • Work in a team and communicate effectively
    • Improve usage and increase productivity of IT support resources
    • Escalate service requests that cannot be scheduled within agreed service levels
    • Mobile Device Support/Carrier coordination for iOS 
    • Other tasks and duties as assigned

    Education - Skills - Knowledge - Qualifications & Experience

    • Bachelor's degree preferred
    • Minimum of two years of customer service and/or IT support/dispatch experience
    • Experience working in a call center environment preferred
    • Strong interpersonal, written, and verbal communication skills
    • Highly organized
    • Capable of handling multiple tasks with competing deadlines
    • Ability to maintain a sense of urgency and follow through to task completion
    • Highly motivated with a sense of responsibility, self-discipline & willingness to learn
    • Knowledge of Windows OS and MS applications
    • Documentation, Data Entry, Telephone and Reporting Skills
    • Ability to remain organized while prioritizing and managing multiple tasks simultaneously

     

    The above description covers the principal duties and responsibilities of the job.  The description shall not, however, be construed as a complete listing of all miscellaneous, incidental, or similar duties which may be required from day-to-day.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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