Jae Pyun Email & Phone Number

Chicago, Illinois, United States

Responsibilities:Ability to communicate effectively across teams, and build positive relationshipsDemonstrate ability to work on teams, collaborate on projects, and contribute to the overall successful delivery of projectsDemonstrate drive and proactiveness to get things done, be solutions–oriented, and enjoy solving complex problemsDemonstrate resourcefulness, curiosity, creativity, courage, critical thinking, and a desire to use technology to search for new and innovative solutions to problemsExercise sound reasoning, ingenuity, and inclusive perspectives to analyze issues, solve problems and make recommendationsAbility to execute, manage competing priorities, and deliver to deadlines

Chicago, Illinois, United States

Illinois, United States

Provide remote and onsite support and resolution for complex technical issuesInstall, configure, administer, and monitor systemsImplement pro-active monitoring for better availability and performanceValidate the architecture and use cases of 2nd Watch, Microsoft and Amazon services in the customer support cycle Perform regular security reviews, document systems, processes, and proceduresStrong intellectual and service operations depth, coupled with effective executive presence and a communication style that conveys expertise and instills confidenceStrong customer-centric mindset and ability to build and maintain strong, collaborative and effective relationships internally and externallyAssuring effective communication to customer stakeholders in the event of a service disruption, degradation or outage to make sure that they receive the latest updates as our operations teams work to restore full serviceContinuously improve your skills, product expertise, and knowledge on related technical topicsStay current with system information, changes and updatesEnsure that our applications and infrastructure are designed and implemented to the highest security standards thus maintaining and enhancing customer trust

Support customers by responding to product, membership and service questions, general inquiries and customer feedback via phone, chat/email and cases submitted onlineTroubleshoot issues with the goal of resolving on first contactDocument all customer interactions in detail (Salesforce experience preferred)Coordinate and process customer applications and requestsPartner with other team members to ensure customers’ end-to-end needs are metDevelop relationships with customers by becoming a trusted advisor and partner for all their needs

Urbana, Illinois, United States

Supported services include but are not limited to Compass, Box, VPN, Exchange, Networking. Duties will include providing technical support for customers over the phone, through email, or in person, creating problem report tickets using various databases, and completing data entry as required.Major Duties and Responsibilities:Answer phone, email, and in-person inquiries, incidents, and service requests from external and internal sources to provide general, technical, and/or procedural support to faculty, staff, and studentsSupport classroom technology and end users in general assignment classrooms on campusEnsure excellent customer service throughout the Help Desk and Technology ServicesCreate and manage Technical support documentationMake and resolve IT Support tickets

Respond to user requests for assistance or information, submitted via phone, in person, and electronically, while maintaining a high level of customer satisfaction.Resolve technical problems and/or suggest solutions.Document processes.Communicate with faculty, staff, and students, as well as other technical support professionals in the department.Work with other members of support team to assess processes and procedures, recommend improvements, and assist with implementation.Update and assign user-submitted tickets.Technical writing and creation of KnowledgeBase articles.Communicate departmental absences to appropriate staff.Communicate IT Alerts and IT Event notices to the College when the IT Service Desk Coordinator is out.Perform other duties as assigned.