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