Technical Solutions Consultant at Ascent Pro Support in Nashville, TN

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 guides, manuals, instructions and training documentation.
• Provide occasional software testing and evaluation of software usability.

Requirements:

• 2 years’ experience in the tech support field.
• 1-year experience as a trainer (preferred) and experience training remotely is a plus.
• Some experience working in SQL.
• Excellent verbal and written communication skills.
• Strong analytical, diagnostic, problem-solving, time management and organizational skills.
• Proficient in Microsoft Outlook, PowerPoint, and Word, with intermediate to advanced Excel skills.
• Able to work in a fast-paced, deadline-oriented environment.
• Able to work effectively with minimal supervision.
• Able to collaborate in a team environment to complete required documentation projects.
• Able to gracefully receive feedback.

This is a full-time, long-term position with Ascent Professional Staffing. Our employees receive these benefits:

• Wellmark Blue Cross Blue Shield health, dental, and vision available. Ascent pays half of employee premium.
• Nine paid holidays per year.
• 144 hours paid time off per year, includes sick, vacation and personal time.
• 401(k) available after one year of service.
• Weekly paycheck, direct deposit.

Applicant must:

• Submit a professional resumé
• Complete interviews via Zoom or Teams

Work Environment:

• Fast-paced work-from-home position
• Able to sit and work from computer for 8 hours per day/40 hours per week
• Live in one of these states: Arkansas, Iowa, Kansas, Missouri, Nebraska, Oklahoma, Tennessee, Texas, or Wisconsin

Training for this position will be conducted remotely. Flexibility is a must: able to work from home and travel throughout the U.S. and Canada.

*Job offer is contingent upon successful completion of background check and drug screen.

Ascent Pro - 563-263-5219  info @ ascentprostaff.com