senior technical support associate.
middle river , maryland
posted today
job detailssummary
$50 - $60 per hour
temp to perm
associate degree
category computer and mathematical occupations
reference1061353
job detailsjob summary:A prominent client in the aerospace manufacturing industry is looking for a Senior Technical Support Associate to join their team. In this position, you'll offer operational support through ticketing systems, email, and phone for both internal and external aerospace clients. The ideal candidate will have 7-10 years of experience, strong training and learning capabilities due to the technical nature of the role, and some experience in leadership or management. This is a contract role with the potential to transition into a permanent positionAPPLY TODAY!location: Baltimore, Marylandjob type: Contractsalary: $50 - 60 per hourwork hours: 8am to 4pmeducation: Associatesresponsibilities:
Provides aircraft on ground (AOG) coverage.
Process customer requests for assignment to applicable subject matter experts.
Coordinate with Production Control for AOG parts orders.
Monitor phone lines and direct customer inquiries to the appropriate teams/departments.
Manage, maintain, and prioritize help desk cases effectively to assign second level issues to the proper support team member and departments when appropriate. This may include technical or logistics requests.
Complete various assignments centered around billing, system maintenance and account auditing.
Document, track and monitor technical issues to ensure timely resolution.
Provide timely follow-up to client issues to ensure contractual timeframes and guidelines are met.
Use appropriate business systems to track and resolve customer issues.
Communicates in a professional demeanor during all customer interactions to ensure high customer satisfaction standards are achieved.
Maintains current knowledge of relevant technology as assigned.
Maintain working knowledge of company products, services, rates and processes
Experience dealing a technical customer base.
Escalates unresolved and outstanding customer issues to the Contact Team Leader or Manager when appropriate.
Perform add/modify/delete of user profiles and accounts. This should only be handled at a higher level. -
Build strong customer relationships through regular client communication.
Requirements:
Min 7 years of contact center or help desk experience in a technical/help desk environment.
Progressive leadership experience in call center or help desk environment
.Excellent written and verbal communication skills
Ability to work independently.
Excellent PC skills, experience using MS Office, MS Outlook and Excel
Qualifications
Experience in Aerospace/Airline operations is preferred
2-yr technical / associate degree or equivalent years of experience
This is a 12 hour shift with 4 days on 3 days offThe essential functions of this role include:
working weekends qualifications:
Experience level: Experienced
Minimum 7 years of experience
Education: Associatesskills:
Technical SupportEqual Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).This posting is open for thirty (30) days.
