Job Description
Ascent Professional Staffing provides support to a Nashville-based Fortune 500 company. We are looking for a Technical Solutions Consultant. The selected candidate will provide technology support and training for the company's Mobility Solutions to customers throughout the U.S. and Canada. This position is remote with some travel required, up to 10%. The individual will provide Tier 1 and Tier 2 technical support and user management administration via telephone, text, email, and at customer sites. The resource will maintain technical training and support materials, will provide training remotely, and may occasionally travel to deliver field training. This position is a long-term contractor position for our client. We are authorized to hire employees in the following states: Arkansas, Indiana, Iowa, Kansas, Missouri, Nebraska, Oklahoma, Tennessee, Texas, and Wisconsin. Job duties include, but are not limited to: Provide excellent customer service to internal and external customers across the U.S. and Canada. Provide Tier 1 and Tier 2 technical support for digital solution offerings. Follow established Incident Management Process to log and track incidents. Properly escalate and track unresolved issues to Tier 3 support, following established Problem Management Process. Follow up with customers, provide feedback, and persist to a satisfactory resolution. Ensure proper recording, documentation and closure of support issues. 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. Meet with customers face-to-face to conduct training at the site of their business. Clearly communicate technical concepts to audiences with a variety of experience. Assist in the development and maintenance of technology related guid