Client Support - Associate_AZ_ST

Title: Client Support - Associate_AZ_ST

Description: Identify, manage, escalation, and resolve technical issues. Install and configure software, print drivers, utilities, etc. to be utilized on workstations and computer networks. Troubleshoot all information technology issues, including software, hardware, and networking. Monitor installed systems, identify problems, and take corrective action. Role Responsibilities: Provide basic technical support to US Foods Clients. Troubleshoot application issues, basic diagnosing of the desktop/laptop software problems. Requirements: 1 - 3 years of related work experience, or an equivalent combination of education and experience. 1 - 3 years of customer service experience. Excellent communication skills. The ability to work in a team environment and commit to a flexible work schedule. Preferences: 1 - 3 years technical experience a plus. Previous experience troubleshooting desktop, printer and notebook issues. Very strong user and support of MSOffice.

INTAKE QUESTIONNAIRE:
Tell us about the project and day to day responsibilities for the contractor and the
type of environment they will be working in.
a. This is a fully remote position, work from home. Daily responsibilities include
checking in with the team via MS Teams chat and logging into the phone
system for call center duties. The contractor will assist both internal users
with computer issues and external customers, managing incoming calls by
noting and resolving issues when possible. If an issue cannot be resolved,
they will document it and escalate through the Easy Vista ticketing system.
Common issues include assisting customers with MOXE login details,
troubleshooting browsers, operating systems, networking basics (e.g., VPN),
and resetting laptops. This is a Level 1 IT role focused on basic
troubleshooting. While calls vary in volume based on severity, all are tracked
for documentation accuracy. Level 1 Client Support Associates are expected
to handle and resolve as many calls as possible before escalating them to
Level 2 support. The role demands attention to detail and adherence to
process documentation standards.
2. What are three MUST HAVE skill sets (technical) that are required?
• Hardware & Peripheral Support (Familiarity with PC, Laptop, Printers,
Phones, Headsets)
• Networking Basics (troubleshooting basic networks) (Wi-Fi, LAN, VPN)
• Operating Systems - Windows 11, Microsoft 365, Web Browsers (Chrome,
Edge) - troubleshooting clearing cache
3. What are your top three PREFERRED skill sets (technical)?
• Ticketing System Experience - Easy Vista is what is utilized
• Remote Desktop Tools
• Multi-Factor Authentication / Password Resets
4. Soft Skill requirements (team fit/personality requirements)?
• Excellent communication, being a good listener.
• Ability to ask questions from user while entering ticket and remoting in and
assist users.
• Good phone etiquette.
• Open to asking questions verbally or in chat to the team when needed, work
as team to learn together.
5. What are the education and certification requirements?
a. HS Dip/GED. Exp more important.
6. How many years of related experience is required for this role? Is there specific
experience you are looking for?
a. 1-3 years of related work experience.
7. Are there specific companies/industries youd like to see candidates have?
a. N/A
8. Are there similar job titles that would work for this position?
a. Call center, customer service, IT. A friendly voice that likes to help.
9. Is this an onsite or remote position?
a. Remote
10. If onsite, please list the location.
a. N/A
11. Is a Supplier Site Visit required?
a. No
12. Will training be provided? If so, what is the duration?
a. Training will be provided over 2-3 weeks during daytime hours, and flexibility
is required.
13. What will be the interview process?
a. In Person, Phone, or Video
Video, cameras on
b. How many people will attend the interview?
One for initial interview then 2-3 for follow-up interview
c. How many interviews will be required?
2
14. What is the contract length of this position?
a. 90 days then extended every 90 days
15. Is there an opportunity for temp-to-hire?
a. Yes, after a year or more based upon business
16. What is the work schedule?
a. Tuesday through Saturday (12 PM CT - 9 PM CT)
17. Will travel, over time, or weekends be required for this role?
a. No
18. Which timesheet system will be applied to this role? For example, PPM, Standard
(Fieldglass), or Time In/Out (Fieldglass)?
a. PPM Fieldglass
19. How would you best describe the team culture?
a. Win Together and Expect Excellence - 40 service desk workers, 80 Field
workers. LARGE Team.
20.Do union represented employees normally do this work? No

Skills:

You will receive the following benefits:

• Medical Insurance - Four medical plans to choose from for you and your family
• Dental & Orthodontia Benefits
• Vision Benefits
• Health Savings Account (HSA)
• Health and Dependent Care Flexible Spending Accounts
• Voluntary Life Insurance, Long-Term & Short-Term Disability Insurance
• Hospital Indemnity Insurance
• 401(k) including match with pre and post-tax options
• Paid Sick Time Leave
• Legal and Identity Protection Plans
• Pre-tax Commuter Benefit
• 529 College Saver Plan

Motion Recruitment Partners (MRP) is an Equal Opportunity Employer. All applicants must be currently authorized to work on a full-time basis in the country for which they are applying, and no sponsorship is currently available. Employment is subject to the successful completion of a pre-employment screening. Accommodation will be provided in all parts of the hiring process as required under MRP’s Employment Accommodation policy. Applicants need to make their needs known in advance.