ascentprostaff

ascentprostaff

Technical Solutions Consultant

Des Moines, Iowa, United States · Contract

Sponsorship not specifiedDetected 17 days ago
ExcelCustomer SupportCommunicationProblem SolvingTime ManagementMicrosoft Office

About the role

  • This is a remote position with up to 10% travel.
  • This is a long-term client engagement, offered as full-time employment with Ascent.
  • Log and track incidents per the established Incident Management Process.

Responsibilities

  • Ascent Professional Staffing provides support to a Nashville-based Fortune 500 company.
  • Serve as the primary customer point of contact for Tier 1 and Tier 2 support issues, focusing on clear communication and issue understanding rather than hands-on hardware repair.
  • Coordinate with internal technical teams to understand the root cause of issues and drive them to resolution on the customer's behalf.
  • Escalate and track unresolved issues to Tier 3 support, following established Problem Management Process.
  • Ensure support issues are properly recorded, documented, and closed.
  • Document and escalate feedback and suggestions using established Change Management Process.
  • Travel up to 10% of the time to provide field training and support for digital solution offerings.
  • Help develop and maintain technology-related guides, manuals, instructions and training documentation.

Requirements

  • no coding experience required.
  • Able to collaborate in a team environment to complete required documentation projects.

Nice to have

  • 1-year experience as a trainer (preferred) and experience training remotely is a plus.

Compensation

  • Nine paid holidays per year.

Benefits

  • Wellmark Blue Cross Blue Shield health, dental, and vision available.
  • 144 hours paid time off per year, covering sick, vacation and personal time.

Company info

  • Arkansas, Indiana, Iowa, Kansas, Missouri, Nebraska, Oklahoma, Tennessee, Texas, and Wisconsin.
  • We're hiring a Technical Solutions Consultant to provide technology support and training for the company's Mobility Solutions to customers throughout the U.S. and Canada.
  • Provide excellent customer service to internal and external customers across the U.S. and Canada.
  • Follow up with customers, provide feedback, and persist until issues reach a satisfactory resolution.
  • Meet with customers in-person to conduct training at their business locations.
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