Lead, Technology Support/ Ambassador

Job Description

KPMG is currently seeking a Lead, Technology Ambassador to join our Digital Nexus technology organization.

Responsibilities:

• Use strong diagnostic and people skills to assure clients swift resolutions to their technical issues, engaging in proactive diagnosis and providing digital support experiences unique to physically being in an office; make certain timely escalation of client issues by assigning appropriate priority level, escalating as necessary to management contacts, and owning the issue through resolution; deliver high quality support to Partners and professionals; utilize strong customer service and empathetic approach to provide advice and support to clients
• Work directly with internal IT (Digital Nexus) service delivery teams by reporting issues and collaborating on resolutions; use independent judgement in determining the problem and solution for each concern making sure all specifications are met and configured appropriately
• Collaborate cross-functionally with key stakeholders, including Digital Nexus delivery teams, L&D, Change Management, and functional leads, to provide clients further insight into the latest tools and technology offerings to increase adoption
• Coordinate services for professionals within the Digital Desk, ION, and Depot as appropriate
• Provide onsite client relations to all levels of the organization and subject matter expertise in all areas of technology; update Standard Operating Procedures and other services processes and documentation when required
• Communicate proactively with clients from planning/scheduling through resolution to keep the apprised-on status; provide follow-up upon resolution to ensure customer satisfaction; be the technical Liaison for Office related issues/outages, monitoring/testing networking and Wi-Fi

Qualifications:

• Minimum one year of recent experience in a technical customer service role with primary focus of supporting customers issues
• Bachelor's degree from an accredited college/university, or equivalent work experience
• Able to positively influence and be a credible source of knowledge to our clients; possess a natural excitement and ability to learn technologies and explain technical issues to our partners and professionals located in the office
• Excited and passionate about the Digital workplace experience, with a consultative and customer service orientation; experience providing basic technical support to customers; knowledge of conference room support and experience troubleshooting computer issues
• Self-sufficient with ability to utilize a variety of resources to answer client inquiries and solve problems; capacity to support client service professionals in various levels within the firm; able to provide on-call coverage on nights and weekends, as needed
• Excellent verbal/written communication, problem solving, analytical and independent judgment skills to support an environment driven by customer service and teamwork
• US Citizenship required