Job Description

Our client is a recognized leader in the construction industry that specializes in shaping the skylines of cities across the United States. The company is a premier structural steel fabricator and erector, known for delivering innovative solutions for some of the most complex and high-profile projects in the country. From iconic skyscrapers to state-of-the-art sports arenas and industrial facilities, this organization offers an opportunity to be part of projects that leave a legacy.

Job Summary

Responsible for supporting a select group of digital tools and solutions and managing the implementation, business process modifications, project management, training, and communications of those technologies across the organization and targeted user base.

Job Description

• Lead the demonstration of solutions and training for users on digital technology, provide collateral and updated training documents, and serve as an escalation point to troubleshoot non-common issues and user onboarding
• Responsible for supporting a selected group of digital tools and solutions and managed the implementation, business process modifications, project management, training, and communications of those technologies across the organization and targeted user base
• Leads the demonstration of solutions and training for users on our internally grown digital technology, provide support update training documents and serve as a backup for other team members
• Tracks open issues to ensure quick response and action from support teams
• Identify customer needs and help customers use specific features
• Monitor customer complaints on social media and reach out to provide assistance
• Update our internal databases with information about technical issues and useful discussions with customers
• Assists with identifying potential process bottlenecks and works with the management team to resolve issues
• Responding to customer queries promptly and accurately via phone, email or chat
• Performs incidental project management, including planning, research, analysis and implementation of deliverables and action items
• Maintain a positive attitude and calmly respond to customers' complaints
• Acts as project sub-task lead on small projects
• Manage daily tasks

Skills Required

• Bilingual (French, Spanish)
• Experience as a Help Desk/Customer Care Specialist or similar Customer Support role
• Familiarity with the eCommerce industry is a plus
• Experience using help desk software and remote support tools
• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Detailed oriented
• Self-starter
• Ability to quickly diagnose and resolve technical issues
• Exceptional teamwork and leadership skills to help other technical support workers
• Ability to learn new technologies, implement their usage within the team and train others
• Personable and attentive – excellent customer service skills
• Strong interpersonal skills

Education/Training/Certifications

• High School Diploma or Equivalent

HireResource Staffing is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, disability, protected veteran status, or other characteristics protected by law.

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