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Career Opening: Front Line Remote Support / Help Desk

What Accent Does

Accent Computer Solutions is a managed IT services provider, helping clients get the fast, friendly, frustration-free IT experience they need, so they can run their business without technology getting in the way. 

Our clients are headquartered in Southern California and range from small single-office companies, to nationwide multi-location organizations. They're in a variety of industries, like manufacturing, distribution, financial services, healthcare, logistics, HVAC, professional services, and many more.

This is a full-time role based in Southern California.

Why We Need You

Technology is complicated and issues come up. That's why we we need you. You'll be on the front lines for our clients' technical support problems, big and small. 

You'll answer the phone quickly and triage the issue. If you're able to solve it, you'll resolve the issue right then. If not, you'll escalate it to the appropriate team member. This ensures our clients get the fastest support possible. 

What You'll Be Doing

The Support Specialist is a member of the Alpha Team and is on the front line of first responders for client calls and service tickets.  They are responsible for Fast, Friendly, Frustration Free technical support.  This position is heavily tasked with remote support and may be called upon for on-site resolution when necessary.

This full-time position is a technical support role working with an integrated team of Support and Sr. Support Specialists that are on the Alpha Team – the front line of our Fast, Friendly, Frustration Free Remote Support.

This role is responsible for ensuring client satisfaction in every step of problem resolution through answering Client Remote Operations Center calls and e-mails for all issues listed on Accent’s Big 15, including software, hardware and user issues supported by Accent. Alpha Team staff members are required to track detailed information about each client's service request in an online ticketing application. The Alpha Team Support Specialist must record diagnostic steps as they troubleshoot the reported problem. Staff members must also follow-up with all clients to ensure that their service needs have been met.

Essential Duties and Responsibilities

The Support Specialist will have knowledge and experience in hardware/software concepts, tools, and support best practices. This knowledge and experience will be used to support various software products, including but not limited to Microsoft Windows, Apple OS X, Microsoft Office, Anti-Virus and Anti-Spyware products and various client-specific software.

The Support Specialist will be responsible for participating in an integrated team of service delivery professionals. This team may consist of other Support Specialists, system and network technicians, administrators, and engineers. Working within this team approach is critical to the success of this position and communication between and across teams is critical to providing the client with a superior service. The following duties and responsibilities are essential for this position:

  • Respond to client support issues via phone and e-mail.
  • Superior communication skills and have the ability to effectively explain technical concepts to clients so they can understand easily.
  • Determine escalation points for specific problems and follow instructions for alerting and escalating team members about client issues.
  • Analyze client reports and determine if any actions need to be taken.
  • Follow documented instructions on problem resolutions.

These Qualifications Are Necessary

Education and Soft Skills

  • Microsoft Technology Associate
  • Excellent oral and written communication skills
  • Exceptional analytic and problem-solving skills
  • Ability to work independently with minimal supervision
  • Ability to work successfully with an integrated support team

Technical Skills

  • 2+ years supporting Microsoft Windows XP, 7, 8, 10
  • 2+ years experience supporting Microsoft Office 2010 - 2016
  • 2+ years experience supporting Spyware and Antivirus software
  • 1+ years experience supporting Apple Macintosh computers preferred
  • 2+ years experience upgrading and repairing desktop and/or laptop computers.

Performance Requirements

  • Maintains knowledge required to perform the Alpha Support Specialist position.
  • Works effectively with other members of the organization to troubleshoot client issues.
  • Participates in developing procedures and suggesting improvements to existing procedures.
  • Participates in weekly team meetings.
  • Acts as an advocate for clients within the organization.
  • Effectively escalates client issues and follows-up to make sure that the client is satisfied.
  • Documents all contact with the client in the trouble-ticketing application. Updates all information within the client knowledge base as appropriate.

Apply Today!

Our clients deserve the best, so we're selective about who joins our remarkable team. 

If you think your values line up with ours and you'd like to join the team, send your resume to techjobs@teamaccent.com