Responsibilities:
Customer service skills such as; patience, attentiveness, attention to detail, and clear communication are vital, while basic PC, and network connectivity troubleshooting skills are highly desired. Our customer services desk provides end user support of proprietary business applications and standard (off the shelf) client software. Individuals that demonstrate initiative and self-direction in this fast paced company will find ample professional growth opportunities. Job responsibilities include, but are not limited to the following;

This role will be a second (3PM – Midnight) or third shift role (11PM – 8AM) and will require working on the weekend, there will be the occasional requirement to work other hours and on national holidays. Opportunities to move into a business-day shift may present themselves in the future.
•Monitor and respond to multiple channels of customer communication including chat, email, and phone.  
•Entering tickets into a ticketing system, assigning the tickets per a documented schedule or process, and calling technicians as required to support issues.
•Support the following types of calls, questions, or tickets (not all-inclusive):
 -IT Desktop Applications (ex. Outlook, Microsoft Office, VPN software)
 -IT Infrastructure (ex. telephones, network/internet connectivity)
 -Customer Service Requests (ex. password resets, VPN token resets, service questions)
 -Application Troubleshooting
•Production and Test environment platform monitoring for alarms and performance issues on systems, applications, databases and network/customer connectivity.
•Manage alarm events and technical application issues – creating, modifying, troubleshooting and closing trouble tickets and routing issues to appropriate teams or vendors to be investigated and provide assistance wherever needed or requested.
•Be able to carefully follow written instruction to execute troubleshooting and feedback when the written instruction requires updates.
•Perform basic system administrator functions such as: alarm detection, correlation and resolution; capture and review error logs, capture and analyze trace data, platform sanity testing, run performance and capacity analysis reports and provide overall system administration assistance whenever needed or requested.
•As alerts are generated, perform basic application troubleshooting per documented procedures.
•Support and execute platform maintenance and testing initiatives.
•Support/Perform Project Tasks, Requirements and other Operations deliverables, as requested.
•Create and socialize procedures for Service Desk and NOC personnel to follow.
•Use critical analytical skills to troubleshoot customer reported incidents which may also include working with other departments to satisfy customer needs.
•Learn and understand all provided training materials associated with the industry, the application, customer service, and related processes/procedure.
•Learn and execute iconcecitv’s Incident Management Process and update Incident Management Process documentation.
•Excellent work ethic, time management, and strong customer focus are key skills required to perform this function successfully.
•Gain a thorough understanding of internal processes and assist as needed

Required Qualifications: 
**U.S. Citizenship required**

•BA/BS degree is preferred but not required. 
•Minimum 2 to 3 years of customer service/ account management experience.
•Previous experience in Network or Service Operations Center, technical troubleshooting, customer support, monitoring systems and knowledge of ticket and incident management, resolution and escalation processes.
•Excellent written and verbal communication skills are a must.
•Any application support experience would be a plus. 
•Good writing skills and the ability to author professional correspondence.
•Initiative, critical thinking and good follow through are key characteristics.
•Being a self-starter and an excellent team player is a must.

Additional Skills:
•Familiarity with Linux and Windows Operating Systems is a plus.
•Working knowledge of the ServiceNow ticketing system is a plus.
•Familiarity with Network and Cyber security concepts is a plus.
•Ability to speak and understand Spanish is a plus
•Experience using “Chat” to support customer communications (requires strong written communication skills).

View full description Apply Bridgewater, NJ Customer Support 2570 Responsibilities:
Customer service skills such as; patience, attentiveness, attention to detail, and clear communication are vital, while basic PC, and network connectivity troubleshooting skills are highly desired. Our customer services desk provides end user support of proprietary business applications and standard (off the shelf) client software. Individuals that demonstrate initiative and self-direction in this fast paced company will find ample professional growth opportunities. Job responsibilities include, but are not limited to the following;

This role will be a second (3PM – Midnight) or third shift role (11PM – 8AM) and will require working on the weekend, there will be the occasional requirement to work other hours and on national holidays. Opportunities to move into a business-day shift may present themselves in the future.
•Monitor and respond to multiple channels of customer communication including chat, email, and phone.
•Entering tickets into a ticketing system, assigning the tickets per a documented schedule or process, and calling technicians as required to support issues.
•Support the following types of calls, questions, or tickets (not all-inclusive):
-IT Desktop Applications (ex. Outlook, Microsoft Office, VPN software)
-IT Infrastructure (ex. telephones, network/internet connectivity)
-Customer Service Requests (ex. password resets, VPN token resets, service questions)
-Application Troubleshooting
•Production and Test environment platform monitoring for alarms and performance issues on systems, applications, databases and network/customer connectivity.
•Manage alarm events and technical application issues – creating, modifying, troubleshooting and closing trouble tickets and routing issues to appropriate teams or vendors to be investigated and provide assistance wherever needed or requested.
•Be able to carefully follow written instruction to execute troubleshooting and feedback when the written instruction requires updates.
•Perform basic system administrator functions such as: alarm detection, correlation and resolution; capture and review error logs, capture and analyze trace data, platform sanity testing, run performance and capacity analysis reports and provide overall system administration assistance whenever needed or requested.
•As alerts are generated, perform basic application troubleshooting per documented procedures.
•Support and execute platform maintenance and testing initiatives.
•Support/Perform Project Tasks, Requirements and other Operations deliverables, as requested.
•Create and socialize procedures for Service Desk and NOC personnel to follow.
•Use critical analytical skills to troubleshoot customer reported incidents which may also include working with other departments to satisfy customer needs.
•Learn and understand all provided training materials associated with the industry, the application, customer service, and related processes/procedure.
•Learn and execute iconcecitv’s Incident Management Process and update Incident Management Process documentation.
•Excellent work ethic, time management, and strong customer focus are key skills required to perform this function successfully.
•Gain a thorough understanding of internal processes and assist as needed

Required Qualifications:
**U.S. Citizenship required**
•BA/BS degree is preferred but not required.
•Minimum 2 to 3 years of customer service/ account management experience.
•Previous experience in Network or Service Operations Center, technical troubleshooting, customer support, monitoring systems and knowledge of ticket and incident management, resolution and escalation processes.
•Excellent written and verbal communication skills are a must.
•Any application support experience would be a plus.
•Good writing skills and the ability to author professional correspondence.
•Initiative, critical thinking and good follow through are key characteristics.
•Being a self-starter and an excellent team player is a must.

Additional Skills:
•Familiarity with Linux and Windows Operating Systems is a plus.
•Working knowledge of the ServiceNow ticketing system is a plus.
•Familiarity with Network and Cyber security concepts is a plus.
•Ability to speak and understand Spanish is a plus
•Experience using “Chat” to support customer communications (requires strong written communication skills).
Responsibilities: