Description The Customer Support Specialist Consultant provides computing support to internal employees- second level problem determination, recording, resolution & escalation of problems if necessary. He/She works with users whose issues could not be resolved in the first call & answering initial user calls during peak call times. He/She resolves complex problems immediately & identify those issues that are systemic or require senior level support involvement. He/She uses problem management database & help desk systems daily.
Principal Accountabilities: â?¢ Acts as a secondary contact for password resets for most internal applications. â?¢ Decides appropriate course of action when speaking with a customer, such as which actions would accurately solve their technical problem. Decides when problems need to be escalated to a higher-level resource. â?¢ Distributes software to workstations upon request and applies knowledge of licensing process and license tracking. Demonstrates a rudimentary knowledge of common software. â?¢ Provides authentication and entitlement credentials for access to the corporate LAN/WAN as necessary. â?¢ Provides troubleshooting and diagnostics support to record all common customer issues. Resolves basic known issues. Demonstrates a rudimentary knowledge of hardware standards, major components, and how they interface with the environment. â?¢ Troubleshoots all common customer issues - including hardware, software, Internet browser and remote connectivity issues.
Skills & Software Requirements: â?¢ Bachelor's Degree, preferably a Computer / Technology Degree, or relevant work experience â?¢ Team-oriented individual with strong self-motivation and the ability to work with minimal supervision â?¢ Excellent communication skills â?¢ Adaptability - responds appropriately and competently to the demands of work challenges when confronted with changes, ambiguity, adversity, and other pressures. â?¢ Strong problem-solving and troubleshooting abilities â?¢ Familiarity with Google workspace a plus
CME Group (www.cmegroup.com) is the world's leading derivatives marketplace. But who we are goes deeper than that. Here, you can impact markets worldwide. Transform industries. And build a career shaping tomorrow. We invest in your success and you own it, all while working alongside a team of leading experts who inspire you in ways big and small. Problem solvers, difference makers, trailblazers. Those are our people. And we're looking for more.
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