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American Freight Furniture and Mattress has over 300 stores throughout the United States and we are growing. We have 25-30 new stores opening each year! We work directly with manufacturers to ensure our customers receive quality products for a great price. Our associates are offered competitive benefits such as Health Insurance, Life Insurance, Paid Vacation, and more.
Our team is growing and we are seeking a Tech Service Associate to join our organization!
Requirements:
Responsible for providing Tier I technical support received through phone calls, Slack channels, and tickets
Responsible for troubleshooting Windows and Mac OS, various SaaS applications, and hardware support issues by identifying problems, investigating causes, and recommending solutions
Expected to work with hardware suppliers and software companies used within our environment to investigate problems and resolve issues.
Troubleshoot and resolve problems to satisfy requests. Do any necessary research and on the job training necessary to resolve incidents in a timely and efficient manner
Follow up on open tickets to ensure proper response and satisfactory resolution, keep detail oriented documents regarding problems and solutions, and keep the customer updated of the status and resolution times
Participate in projects and initiatives as directed by the Head of IT
Utilizes customer service skills to establish positive and constructive working relationships
Administer User and Computer accounts within Azure Active Directory and GSuite
Provides a high level of customer service when interacting with the user base
Support and provide feedback to ensure continual process improvement
Qualifications
3+ years of directly related experience supporting help desk operations supporting Windows and Mac operating system environments
Proven track record in working in fully remote environment
Excellent verbal and written communication skills
Experience troubleshooting GSuite, SaaS applications, Azure AD, VPN, Multifactor authentication, etc
A+, Security+, ITIL Certification or ability to obtain prior to hire
Ability to work independently in order to solve technical problems
Excellent writing, communication, and interpersonal skills
Strong Analytical, troubleshooting and problem solving skills
Familiarity with resolving remote connectivity issues
Ability to deal with multiple priorities in a fast-paced environment is a must
Information Technologies
