End User Support

Come join our growing End User Services team.

WEX Inc. is a leading and growing global provider of payment processing, information management and fleet card payment solutions.

We hire people who share our passion for continuous innovation and client service that is unparalleled in the industry.

Come be part of WEX today! Great Place To Work-Certified.

PRIMARY DUTIES AND RESPONSIBILITIES:

• Provide exceptional customer service and IT Support to the WEX population for all end user services

• Provide Tier 1 and Tier 2 support of medium to high complexity

• Manage Incidents and Service Requests from the IT portal, emails, calls, chats and walkups

• Receive, log and manage incidents and service requests; maintain Asset Database and track changes

• Perform end user system installs, break/fix and/or removals in compliance with asset management and data security policies

• Utilize remote takeover software capabilities to deploy solutions, solve incidents and to train end users

• Follow standard operating procedures; accurately log and update all work tickets using the IT Service Management System

• Troubleshoot problems and provide timely resolutions in accordance with established XLAs/SLAs

• Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible

• Recommend procedures and controls for problem prevention

• Perform root cause analysis for identified problems

• Take ownership and responsibility of an issue from start through resolution

• Communicate expectations with customers as to resolution and timeframe, keeping users informed of progress

• Share resolutions with extended team and document in information knowledge base; provide training to team members as needed

• Develop, document, and implement standard operating procedures and customer service guidelines relating to IT support

• Learn fundamental operations of commonly used software, hardware, systems and other equipment

• Develop solid understanding of IT operations, applications, systems and business related processes and procedures

• Become familiar with WEX systems and resources

• Educate WEX constituency and promote adoption of available self-service tools

• Conduct customer/user satisfaction call-backs/surveys

• Provide support for IT Projects and IT Service Delivery initiatives

• Other duties as assigned



Qualifications:

EDUCATION:

• High school diploma required

• Associates or Bachelor's degree in Computer Science or related field preferred

EXPERIENCE:

• Customer service experience required

• 2+ years of related experience

• A+, Net+, Security+ or applicable certifications a plus

REQUIRED SKILLS AND ABILITIES:

• Excellent customer service and interpersonal skills; professional demeanor

• Excellent organizational and time management skills

• Strong verbal and written communication skills

• Self-motivated, self-starter, strong self-discipline, and business curiosity

• Demonstrated problem-solving skills

• Computer aptitude

• Ability to diagnose and troubleshoot software and hardware problems

• Demonstrated working knowledge of moderately complex hardware and software products and problem solving/troubleshooting skills

• Broad range of network, desktop and mobile knowledge including MAC, Windows 7, Windows 10, Office365, Microsoft Office Professional Suite (2007, 2010), G Suite

• Ability to work with or without direct supervision

• Schedule flexibility to assist with open shifts as needed

• Ability to work holidays as required.

• Maximum occasional lifting of up to 50 pounds, frequent lifting of up to 25 pounds. Typically on feet 6 hours of an eight hour day

• Must have a driving license

• Some travel may be required

WORK HOURS AND CONDITIONS :

• Primary hours are 8:00 a.m. to 5:00 p.m., Monday - Friday. Some shift work and on call rotation required

• Additional hours as required by project schedules or management

• Occasional travel as required by assignments, management or training requirements

• The selected candidate for this position will be required to pass a background check

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