Tier 2PP - Senior Technical Support Engineer

Tier 2PP - (Senior) Client Services Consultant

Location": Alburquerque, New Mexico, USA

Model: Remote

Language preference: English (Professional Proficiency)

Job Description:

We are seeking a highly skilled Client Services Consultant to join our team in Albuquerque, New Mexico. As a Client Services Consultant, you will be responsible for providing technical support and consulting services to our clients, ensuring their IT systems are running smoothly and efficiently.

Key Responsibilities:

• Provide technical support to clients via phone, email, and remote assistance
• Troubleshoot and resolve complex technical issues related to hardware, software, and network systems
• Collaborate with Tier 1 support team to escalate and resolve issues in a timely manner
• Proactively monitor and maintain client systems to prevent potential issues
• Conduct regular system maintenance and updates for clients
• Develop and maintain strong relationships with clients, acting as their trusted advisor for all IT-related matters
• Identify opportunities for process improvement and make recommendations to enhance client experience
• Document all client interactions and resolutions in our CRM system
• Stay up-to-date on the latest technologies and industry trends to provide the best possible solutions to clients

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related field
• 3+ years of experience in a technical support or consulting role
• Strong knowledge of Windows and Mac operating systems, Microsoft Office Suite, and network troubleshooting
• Experience with virtualization technologies such as VMware or Hyper-V
• Excellent problem-solving and communication skills
• Ability to work independently and in a team environment
• Customer-focused with a strong commitment to providing exceptional service
• Industry certifications (e.g. CompTIA A+, Microsoft Certified Professional) a plus