Share this Job

Customer Support Specialist III

Date: Jan 12, 2018

Location: Memphis, TN, US, 38197

Company: International Paper



Customer Support Specialist III


Provides technical support and incident management to users of IT systems and peripheral equipment company wide.  The Customer Support Specialist is responsible for receiving, entering, troubleshooting, prioritizing, escalating, and updating all IT incidents involving hardware, software, applications, networking or products on the IT standards list.   The specialist resolves as many IT incidents as appropriate; such first-call resolution minimizes the impact and cost of IT problems to the company and increases personal productivity for customers.


  • Provide dedicated IT incident resolution and management services 24-7 to customers by receiving, entering, troubleshooting, prioritizing, escalating, and updating all IT incidents.
  • Resolve IT incidents using the knowledgebase, minimizing the impact and cost of IT changes/problems to the company.
  • Effectively utilize and demonstrate the use of tools such as the USD, Aurora, ASKIT, IT Oncall and Centre Vu to manage call volume, ticket resolution and individual and team performance.
  • Facilitate ITCS Deskride sessions with Business IT and Support Group contacts.
  • Provide “Desk Shadow” training for new ITCS specialists.
  • Participate in special projects or activities when required (change mgmt, recognition team, ticket distribution, etc.).
  • Is flexible; shifts are subject to change.
  • Punctuality; is ready to take calls at scheduled times.
  • Consistently meet or exceed stringent individual and team performance metrics:


    • ASA (Average speed of answer)
    • Abandon rate


    • Individual Overall Resolve rate
    • In Scope Resolve rate
    • Customer satisfaction rating
    • Blank ITCS codes in USD
    • Misdirects
    • % of Customer Contacts Handled



  1. The external environment, including technology, competition, markets:


  • Ever-changing scope of support as IP takes advantage of new technologies and products.
  • Need to adapt to new technological needs of the Businesses, as legacy systems are phased out and enterprise solutions implemented.
  • Demand to provide the most effective IT services at the most efficient cost.





  1. The internal environment, including interaction with others, (both inside and outside the company) policies/practices:


  • Effective communication with Support groups and their impact on the ITCS process.
  • Vast knowledge of ever changing procedural, technical and logistical policies and practices.





  1. The work itself, e.g., problems, opportunities, change:
  • Ability to prioritize IT problems according to business-related impact on the customer.
  • Flexibility to adapt to the changing business environments with the ability to transition into new roles and responsibilities.
  • Must have excellent interpersonal and customer service skills with a confident, capable demeanor.





Provide Information Technology related support for users, company wide; estimated global user base of 40-50,000 desktops and laptops.  Capability to handle 600-800 customer contacts per month while maintaining acceptable performance results around the metrics listed in Part 1, Section 2.


  • Bachelor’s Degree and/or at least 3- 4 years of experience required.
  • Experience using ticket tracking software, required.
  • In-depth knowledge of networking in cross-platform environments, TCP/IP, remote connectivity, Windows 2000/XP, Active Directory, client/server environments, email, mainframes, SAP, AS/400, Unix, terminal emulation software, remote control software, printer hardware and software, web portals
  • Specific application competencies must include Microsoft Office, Messaging platforms (Lotus Notes/MS Exchange), Reflections, Remote Desktop, Remote Control, Symantec Anti-virus (SAV), SMS, SAP, Blackberry support, Dazel.
  • Call control and multi-tasking skills, required.
  • Excellent customer service skills (personable and confident, able to defuse difficult situations, adaptable to fast-paced, quickly changing environment, ability to remain calm under pressure)
  • Detail oriented (important skill for ticket documentation)
  • Good “research” skills, self-directed and self-motivated; good analytical problem solving abilities and troubleshooting skills.
  • Specific CA competencies required:  Technical Learning, Listening, Composure, Customer Focus, learning on the Fly, Problem Solving, Time Management, Dealing with Ambiguity, Patience, Conflict Management and, Decision Quality and Interpersonal Savvy.









Nearest Major Market: Memphis

Find similar jobs: