The first 3 letters in workplace safety are Y-O-U!

TK Elevator is currently seeking an experienced ITS Level 1 Service Support located in Atlanta, GA.

Responsible for monitoring the escalations and SLA's from Field Technicians through support tickets/support requests. The ideal candidate needs excellent problem-solving, organizational skills, communication and interpersonal skills, along with patience, a customer-friendly attitude and the ability to work independently as well as in a team environment. This position will be responsible for providing effective communication, coordination, applying sound judgment and timeliness in addressing business support activities. This position also requires coordination, accurate documentation, tracking and monitoring of issues / project activities to ensure a timely resolution, and participation in a knowledge management process to collaboratively build a knowledge base.

ESSENTIAL JOB FUNCTIONS: Receive and respond to Service Desk tickets, incoming calls, e-mails, or IMs regarding field support tickets/support requests. Escalate more complex issues to Domain Expert when unable to resolve. Monitor SLA and escalate high priority requests per process. Identify and analyze trends in Service Desk issues and develop solutions and Knowledgebase documentation to address preventively. Collaborate with domain expert for further analysis of incident / problem trends and developing preventive solutions and knowledge base documentation. Support report generation (including SNOW tickets) and notify management of increasing trends, unusual activity or repeated activity. Work with Field Engineers to create and update Maxwell for technical solutions. Provide administrative support for field engineering project work including tracking and progress updates. Setup meetings / walk groups through agendas / record meeting minutes Assist with technical document processing by providing first pass reviews (including for formatting / readability ) Track and Organize field engineering trip reports Track ITS tool inventory and support usage program / tool configuration Assist with ordering of material Additional duties as assigned

EDUCATION and EXPERIENCE: Associate's degree or equivalent from two-year College or technical school and 1-2 yrs experience. Technical experience a plus Customer service experience Maintain a positive attitude while working in a fast paced, cross-functional, multi-team environment. Deliver excellent telephone presence with organized follow up skills Ability to support remote users using tools provided. Demonstrate networking skills, able to foster strong relationships internally and externally. Receive direction and produce results in a timely manner with minimum oversight. Prioritize to meet deadlines while producing high quality results. Communicate effectively and professionally with users, customers, and other IT personnel. Create positive customer experiences through active listening, appreciative inquiries, seeking feedback for action, continuous improvements and follow through. Timely resolution of Incident and Problems Timely completion of assigned deliverables Meet or exceed operational monthly metrics EDUCATION and EXPERIENCE: Associate's degree or equivalent from two-year College or technical school and 1-2 yrs experience. Technical experience a plus Customer service experience Maintain a positive attitude while working in a fast paced, cross-functional, multi-team environment. Deliver excellent telephone presence with organized follow up skills Ability to support remote users using tools provided. Demonstrate networking skills, able to foster strong relationships internally and externally. Receive direction and produce results in a timely manner with minimum oversight. Prioritize to meet deadlines while producing high quality results. Communicate effectively and professionally with users, customers, and other IT personnel. Cre te positive customer experiences through active listening, appreciative inquiries, seeking feedback for action, continuous improvements and follow through. Timely resolution of Incident and Problems Timely completion of assigned deliverables Meet or exceed operational monthly metrics The first 3 letters in workplace safety are Y-O-U!

TK Elevator is currently seeking an experienced ITS Level 1 Service Support located in Atlanta, GA.

Responsible for monitoring the escalations and SLA's from Field Technicians through support tickets/support requests. The ideal candidate needs excellent problem-solving, organizational skills, communication and interpersonal skills, along with patience, a customer-friendly attitude and the ability to work independently as well as in a team environment. This position will be responsible for providing effective communication, coordination, applying sound judgment and timeliness in addressing business support activities. This position also requires coordination, accurate documentation, tracking and monitoring of issues / project activities to ensure a timely resolution, and participation in a knowledge management process to collaboratively build a knowledge base.

ESSENTIAL JOB FUNCTIONS: Receive and respond to Service Desk tickets, incoming calls, e-mails, or IMs regarding field support tickets/support requests. Escalate more complex issues to Domain Expert when unable to resolve. Monitor SLA and escalate high priority requests per process. Identify and analyze trends in Service Desk issues and develop solutions and Knowledgebase documentation to address preventively. Collaborate with domain expert...

Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity