IT Customer Support Specialist

Job Title:  IT Customer Support Specialist

Location: Orlando, Florida

Manager: IT Support Manager

 

About LSQ

LSQ provides businesses better solutions to manage their cash flow. Offering supply chain finance (LSQ FastTrack) and invoice purchase funding solutions, LSQ provides clients, buyers & suppliers with a simple, secure, and transparent funding experience. With working capital from LSQ, a business can purchase more inventory, fill more orders, and take advantage of new growth opportunities. Our creative and timely approach to providing operating capital allows our clients and partners to drive business success.  

Responsibilities

  • Triage incoming tickets, perform analysis, and resolve customer issues.

  • Answer all customer support requests via email, phone or web chat to ensure they have the best experience possible.

  • Manage issue tracking ticket systems and provide reporting on client issue support tickets.

  • Research and troubleshoot technical issues for external clients.

  • Gather data/info utilizing automated tools.

  • Provision Windows laptops and MacBooks, and support ongoing updates.

  • Provide onboarding execution for new employees and ongoing support.

  • Collaborate closely with the Development, Infrastructure, and Implementation teams.

  • Demonstrated ability to review and understand new developments in software to communicate with external clients which include release notes and related communications.

  • Facilitate all communications on technical issues and resolutions between external clients and LSQ support staff, Engineering, and Product teams.

  • Implement ad-hoc configuration changes to support the user community.

  • Develop support documentation and build a knowledge base to increase the efficiency with support for external clients.

  • Manage internal Slack channel for communication on external support.

  • Manage and maintain external client notifications on business holidays, bank holidays, outages, and scheduled maintenance of external-facing applications.

  • Develop and deliver training to LSQ operations and internal/external clients.

  • Review and propose data updates in regards to resolving issues.

Qualifications

  • Minimum Qualifications

    • A degree in STEM discipline (Science, Technology, Engineering, and Mathematics) or 2 years’ experience in 1st and/or 2nd line application support roles in a customer facing environment.

    • Excellent oral and written communications skills.

    • Ability to learn new technologies quickly.

    • Excellent analytical and problem solving skills.

    • Ability to establish positive relationships with external and internal customers at all business levels.

    • Excellent organization skills and strong time management skills.

    • Effectively manage multiple priorities and follow through on all projects and issues to completion.

    • Ability to identify and lead best practices.

    • Self-starter with the ability to be proactive, self-motivated to push work, start initiatives and provide ideas independently.

    • Flexible in changing priorities and responsiveness.

    • Strong knowledge of computer operating systems and browsers.

    • Strong understanding of web-based application diagnosis and issue resolution.

    • Strong knowledge of issues tracking tools.

    • Positive can-do attitude. 

  • Preferred Qualifications

    • Experience financial systems and/or systems of record.

    • Experience with Help Desk service tools such as Atlassian Jira/Jira Service Desk. SalesForce Service Cloud. 

    • Experience in AWS/Google Cloud.

    • Strong knowledge of analytical tools

Travel: Occasional travel is required depending on the need. 

LSQ is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at LSQ via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from LSQ HR/Recruitment will be deemed the sole property of LSQ. No fee will be paid in the event the candidate is hired by LSQ as a result of the referral or through other means.

LSQ is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived, race, religion, color, sex (including pregnancy and gender identity), sexual orientation, parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, any other non-merit based factor or any other characteristic protected by applicable federal, state or local laws. Our leadership team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment. If you’d like more information about your EEO rights as an applicant under the law, please click here http://www1.eeoc.gov/employers/poster.cfm