Convergys Technical Support Specialist - Tier II in Orlando, Florida
Technical Support Specialist - Tier II
This position provides multi-level technical support for diagnosing, reproducing, and fixing software and hardware issues such as NFS, UNIX remote file sharing protocol; CIFS, Windows NT remote file sharing protocol; client’s dedicated multi-protocol network file servers which feature an innovative architecture, optimized file system including Write Anywhere File Layout (WAFL) and powerful proprietary micro kernel based operating system Data ONTAP, which features an integrated RAID protection for data security. Ability to navigate through multiple software systems while troubleshooting with customers.
Strong technical knowledge in one of the following: software, hardware, and networking, particularly troubleshooting, repair, sales, etc.
Prior experience in customer service or call center environment IP protocol and network experience highly desirable
Working knowledge of client technical systems Solid understanding of computing technology including hardware components, data storage, operating systems, software applications, common peripheral devices, and external connectivity
Sound problem solving skills with linear and logical troubleshooting skills Process knowledge, assessment, design and documentation skills
Team player with strong interpersonal skills Strong oral and written communication skills
Solid analytical, technical, and project management skills
Must have proficiency with various software applications including Microsoft Office (Word, Excel, PowerPoint, Outlook)
Skilled in multi-tasking Ability to work independently with minimal supervision
Ability to remain calm under pressure and work in a concise, clear and focused manner
Demonstrated ability to work with a team. Able to work a 24 hour, 7 day rotation schedule if required
Associate’s degree in related field or advanced vocational training with 2 -4 years related experience or 3 + years of related work experience
3 + years’ experience in UNIX or Windows Networking Administration or Technical Support.
Working on some Holidays required
Computer skills, including experience operating within a Windows environment and proficient internet navigation skills
Ability to perform light hand activity work at a computer/telephone station in an office environment.
Ability to communicate in a clear and effective manner, both verbally and in writing
Intermediate to advanced customer service skill, which includes patience, plus the ability to listen carefully, empathize, analyze, and adapt to customer situations
Intermediate to advanced problem solving skills with ability to identify root cause of customer issue
Able to work flexible work schedule as required
Ability to provide customer satisfaction while adhering to policy and procedure
Courtesy blended with empathy, understanding, and patience
Enthusiasm and positive responses
Education & Professional Certifications:
High school diploma with equivalent experience
Associate's Degree in related technical discipline – preferred
External hire with 2 - 3 years relevant experience
One or more technical certifications:
Cisco Certified Design Professional (CCDP)
Cisco Certified Network Professional,
Cisco Certified Network Associate (CCNA)
Microsoft Certified Systems Administrator or equivalent vendor certification
CompTIA A+ Certification
CompTIA Network+ Certification
Other related technical certification are desirable
401K with company contribution match
Employee Stock Purchase Plan (NYSE: CVG)
Thank you for your interest and selecting Convergys Corporation as your employer of choice.
Contact: Iliya Hristov and email your resume to firstname.lastname@example.org
USA, Orlando, FL
Who We Are
At Convergys, our mission is to set the standard in our industry through unparalleled care for our clients, customers & people.
For our clients, this means our 125,000 team members wake up every day united by a common goal: helping our clients maintain exceptional relationships with their customers.
For our people, this means a commitment to each other to accomplish great things, build careers, and have some fun along the way!
Build Your Career With Convergys
When you become part of our team, you join 125,000 talented people around the world who represent some of today’s leading brands. At Convergys, one of our values is to "Grow As a Team." It's in our DNA to prioritize teamwork and develop our people. By working together, we achieve great things for clients and create opportunities to build rewarding careers. You can be part of that when you join our team. And it's all at your fingertips!
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Convergys has careers available in 31 countries at 150+ locations.
Establish your career with a company that has locations across the world. You can grow personally and professionally - and make a difference for customers and for the communities where we live and work.