Customer Experience Technician

Chicago, IL, United States

Customer Experience Associate

Summary: The goal of the Customer Experience Associate (CX Associate) is to ensure Grant Thornton employees receive a high level of support in a timely fashion in a fast-paced environment. Grant Thornton employees are fully billable and require near 100% laptop uptime. The CX Associate is the first on-site responder and starts our Customer’s Experience journey. They will provide an enhanced level of hands on and remote support for a specific office or offices. Working in conjunction with our Customer Experience team to ensure 100% uptime and a positive customer experience.

Essential Job Functions:

Each CX Associate is responsible for providing enhanced IT customer support their assigned offices, including in-office “walk-ups”

Helping customers manage software installations and hardware repair

Guiding customers on troubleshooting issues

Technical knowledge regarding GT’s applications and services

Own issues and bring them to resolution as quickly as possible while providing proactive updates

Strong communication skills

Knowledge of escalation path when troubleshooting complex laptop issues for quick resolution

Participate in MIM calls for their offices of support to assist with gathering information, troubleshooting and testing of solutions

Troubleshoot issues in a Windows 10, Office 365 and SharePoint environment

Utilize remote support tools in support of dispatch offices where a technician is not always on site

Finding solutions from previous cases using the Knowledge Base

Communicate knowledge gaps in issue resolution

Ensure tickets are properly updated and asset management system is properly updated

Participates in testing of images and software deployments at the Pilot level ensuring documentation is accurate

Assists with events in-offices or conferences

Provide on-site support for client meetings

Weekly maintenance of on-site printers, access points, conference room technology, MDF closets and phone equipment

Maintenance of on-site IT space and routinely monitor inventory stock

Provide concise and detailed information on issues when escalating to other groups or Customer Experience leaders for assistance

Be proactive in taking ownership of tasks and managing them through completion and knowing when to ask for help

Flexibility to learn new technologies and quickly adapt

Other duties as assigned

Basic Qualifications:

College degree or equivalent combination of education and experience

Prior experience with end user services, information technology or related field

1 to 3 years of experience in field service support working with technology industry

Other Qualifications:

Strong knowledge of Windows Operating systems

Strong Knowledge of Office products

Knowledge of Remedy or ServiceNow ticket systems

Established laptop hardware experience

Understanding of mobile devices calendar and mail support for iOS and Android

Basic analytical and problem-solving skills

Experience working with printers, copiers, faxes, video conferencing, and other multimedia technology

Strong interpersonal skills to interact with clients and team members

Strong organizational skills

Strong communication skills

Ability to work independently but also in a team environment

About Us

At Grant Thornton, we believe in making business more personal and building trust into every result – for our clients and you. Here, we go beyond your expectations of a career in professional services by offering a career path with more: more opportunity, more flexibility, and more support. It’s what makes us different, and we think being different makes us better.

About the Team

The team you’re about to join is ready to help you thrive. Here’s how:

• Whether it’s your work location, weekly schedule or unlimited flex time off, we empower you with the options to work in the way that best serves your clients and your life.

• Here, you are supported to prioritize your overall well-being through work-life integration options that work best for you and those in your household.

• We understand that your needs, responsibilities and experiences are different — and we think that’s a good thing. That’s why we support you with personalized and comprehensive benefits that recognize and empower all the identities, roles and aspirations that make you, well, you. See how at www.gt.com/careers

• When it comes to inclusion, we are committed to doing more than checking boxes. Explore all the ways we’re taking action for diversity, equity & inclusion at www.gt.com/careers

Here’s what you can expect next:

If you apply and are selected to interview, a Grant Thornton team member will reach out to you to schedule a time to connect. We encourage you to also check out other roles that may be a good fit for you or get to know us a little bit better at www.gt.com/careers.

Benefits:

We understand that your needs, responsibilities and experiences are different, and we think that’s a good thing. That’s why we support you with personalized and comprehensive benefits that recognize and empower all the identities, roles and aspirations that make you, well, you. For an overview of our benefit offerings, please visit: https://www.grantthornton.com/careers/rewards-and-benefits

Benefits for internship positions: Grant Thornton interns are eligible to participate in the firm’s medical, dental and vision insurance programs and the firm’s employee assistance program. Interns also receive a minimum of 72 hours of paid sick leave, and are paid for firm holidays that fall within their internship period.

Benefits for seasonal employee positions: Grant Thornton seasonal employees are eligible to participate in the firm’s medical, dental and vision insurance programs and the firm’s employee assistance program. Seasonal employees may also be eligible to participate in the firm’s 401(k) savings plan and employee retirement plan in accordance with applicable plan terms and eligibility requirements. Seasonal employees receive a minimum of 72 hours of paid sick leave.

Grant Thornton employees may be eligible for a discretionary, annual bonus based on individual and firm performance, subject to the terms, conditions and eligibility criteria of the applicable bonus plan or program. Interns and seasonal employees are not eligible for bonus compensation.

Additional Details:

It is the policy of Grant Thornton to promote equal employment opportunities. All personnel decisions (including, but not limited to, recruiting, hiring, training, working conditions, promotion, transfer, compensation, benefits, evaluations, and termination) are made without regard to race, color, religion, national origin, sex, age, marital or civil union status, pregnancy or pregnancy-related condition, sexual orientation, gender identity or expression, citizenship status, veteran status, disability, handicap, genetic predisposition or any other characteristic protected by applicable federal, state, or local law.

Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of Grant Thornton to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. To make an accommodation request, please contact [email protected].

For Los Angeles Applicants only: We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.