Customer Experience Associate

The goal⠀of the⠀Customer⠀Experience⠀(CX)⠀Associate⠀is to⠀ensure⠀Grant⠀Thornton⠀employees⠀receive a⠀high level⠀of support⠀in a⠀timely⠀fashion in⠀a⠀fast-paced⠀environment.⠀Grant⠀Thornton⠀employees⠀are fully⠀billable⠀and⠀require⠀near 100%⠀laptop⠀uptime.⠀The CX⠀Associate⠀is the⠀first⠀on-site⠀responder⠀and starts⠀our⠀Customer’s⠀Experience⠀journey.⠀They will⠀provide an⠀enhanced⠀level of⠀hands on⠀and remote⠀support⠀for a⠀specific⠀office or⠀offices.⠀Working in⠀conjunction⠀with our⠀Customer⠀Experience⠀team to⠀ensure⠀100%⠀uptime and⠀a positive⠀customer⠀experience.

Essential Job Functions:

• Each CX⠀Associate⠀is⠀responsible⠀for⠀providing⠀enhanced⠀IT⠀customer⠀support⠀their⠀assigned⠀offices
• Helping⠀customers⠀manage⠀software⠀installations⠀and⠀hardware⠀repair
• Guiding⠀customers⠀on⠀troubleshooting⠀issues
• Technical⠀knowledge⠀regarding⠀GT’s⠀applications⠀and⠀services
• Own⠀issues and⠀bring them⠀to⠀resolution⠀as quickly⠀as⠀possible⠀while⠀providing⠀proactive⠀updates
• Strong⠀communication⠀skills
• Knowledge⠀of⠀escalation⠀path when⠀troubleshooting⠀complex⠀laptop⠀issues for⠀quick⠀resolution
• Participate⠀in MIM⠀calls for⠀their⠀offices of⠀support to⠀assist⠀with⠀gathering⠀information,⠀troubleshooting⠀and⠀testing of⠀solutions.
• Troubleshoot⠀issues in⠀a Windows⠀10, Office⠀365 and⠀SharePoint⠀environment.
• Utilize⠀remote⠀support⠀tools in⠀support of⠀dispatch⠀offices⠀where a⠀technician⠀is not⠀always on⠀site.
• Finding⠀solutions⠀from⠀previous⠀cases⠀using the⠀Knowledge⠀Base
• Communicate⠀knowledge⠀gaps in⠀issue⠀resolution
• Ensure⠀tickets⠀are⠀properly⠀updated⠀and asset⠀management⠀system is⠀properly⠀updated.
• Participates⠀in testing⠀of images⠀and⠀software⠀deployments⠀at the⠀Pilot⠀level⠀ensuring⠀documentation⠀is⠀accurate
• Assists⠀with⠀events at⠀offices or⠀conferences
• Provide⠀concise⠀and⠀detailed⠀information⠀on issues⠀when⠀escalating⠀to other⠀groups or⠀Customer⠀Experience⠀leaders⠀for⠀assistance.
• Be⠀proactive⠀in taking⠀ownership⠀of tasks⠀and⠀managing⠀them⠀through⠀completion⠀and⠀knowing⠀when to⠀ask for⠀help
• Flexibility⠀to learn⠀new⠀technologies⠀and⠀quickly⠀adapt
• Ability⠀to work⠀within the⠀assigned⠀office⠀location
• Other⠀duties as⠀assigned

Basic Qualifications:

• College⠀degree or⠀equivalent⠀combination⠀of⠀education⠀and⠀experience
• Experience⠀with end⠀user⠀services,⠀information⠀technology⠀or related⠀field⠀preferred
• 1⠀to 3 years⠀of⠀experience⠀in field⠀service⠀support⠀working⠀with⠀technology⠀industry

Other Qualifications:

• Strong⠀knowledge⠀of Windows⠀Operating⠀systems
• Strong⠀Knowledge⠀of Office⠀products
• Knowledge⠀of Remedy⠀or⠀ServiceNow⠀ticket⠀systems
• Established⠀laptop⠀hardware⠀experience
• Understanding⠀of mobile⠀devices⠀calendar⠀and mail⠀support⠀for iOS⠀and⠀Android
• Basic⠀analytical⠀and⠀problem-solving⠀skills
• Experience⠀working⠀with⠀printers,⠀copiers,⠀faxes,⠀video⠀conferencing,⠀and other⠀multimedia⠀technology
• Strong⠀interpersonal⠀skills to⠀interact⠀with⠀clients⠀and team⠀members
• Strong⠀organizational⠀skills
• Strong⠀communication⠀skills
• Ability⠀to work⠀independently⠀but also⠀in a team⠀environment

The base⠀salary⠀range for⠀this⠀position⠀in the⠀firms⠀Bellevue,⠀WA office⠀is between⠀$60,800⠀and⠀$101,300.