Summary:  

The goal of the Customer Experience Associate (CX Associate) is to ensure Grant Thornton employees receive a high level of support in a timely fashion in a fast-paced environment. Grant Thornton employees are fully billable and require near 100% laptop uptime.  The CX Associate is the first on-site responder and starts our Customer’s Experience journey.  They will provide an enhanced level of hands on and remote support for a specific office or offices. Working in conjunction with our Customer Experience team to ensure 100% uptime and a positive customer experience. 

Essential Job Functions: 

• Each CX Associate is responsible for providing enhanced IT customer support their assigned offices, including in-office “walk-ups” 
• Helping customers manage software installations and hardware repair 
• Guiding customers on troubleshooting issues 
• Technical knowledge regarding GT’s applications and services 
• Own issues and bring them to resolution as quickly as possible while providing proactive updates 
• Strong communication skills 
• Knowledge of escalation path when troubleshooting complex laptop issues for quick resolution 
• Participate in MIM calls for their offices of support to assist with gathering information, troubleshooting and testing of solutions 
• Troubleshoot issues in a Windows 10, Office 365 and SharePoint environment 
• Utilize remote support tools in support of dispatch offices where a technician is not always on site 
• Finding solutions from previous cases using the Knowledge Base 
• Communicate knowledge gaps in issue resolution 
• Ensure tickets are properly updated and asset management system is properly updated 
• Participates in testing of images and software deployments at the Pilot level ensuring documentation is accurate 
• Assists with events in-offices or conferences 
• Provide on-site support for client meetings 
• Weekly maintenance of on-site printers, access points, conference room technology, MDF closets and phone equipment 
• Maintenance of on-site IT space and routinely monitor inventory stock 
• Provide concise and detailed information on issues when escalating to other groups or Customer Experience leaders for assistance   
• Be proactive in taking ownership of tasks and managing them through completion and knowing when to ask for help 
• Flexibility to learn new technologies and quickly adapt 
• Other duties as assigned

Basic Qualifications: 

• College degree or equivalent combination of education and experience 
• Prior experience with end user services, information technology or related field 
• 1 to 3 years of experience in field service support working with technology industry 

 
Other Qualifications: 

• Strong knowledge of Windows Operating systems 
• Strong Knowledge of Office products 
• Knowledge of Remedy or ServiceNow ticket systems 
• Established laptop hardware experience 
• Understanding of mobile devices calendar and mail support for iOS and Android 
• Basic analytical and problem-solving skills 
• Experience working with printers, copiers, faxes, video conferencing, and other multimedia technology 
• Strong interpersonal skills to interact with clients and team members 
• Strong organizational skills 
• Strong communication skills 
• Ability to work independently but also in a team environment

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