Sr Contact Center Support Technician

Job Description

Job Description

Company Description

Since opening our first self-storage facility in 1972, Public Storage has grown to become the largest owner and operator of self-storage facilities in the world. With millions of customers , thousands of locations across the U.S. and Europe, and more than 170 million net rentable square feet of real estate, we're also one of the largest landlords.

We've been recognized as A Great Place to Work by the Great Place to Work Institute. And, our employees have also voted us as having Best Career Growth , ranked us in the Top 5% for Work Culture , and in the Top 10% for Diversity and Inclusion .

We're a member of the S&P 500 and FT Global 500 . Our common and preferred stocks trade on the New York Stock Exchange.

Public Storage is hiring for a Contact Center Support Technician to join our IT Service Delivery Team in Plano, TX. This person will provide software, hardware, telecommunications, network and connectivity support to our Contact Center team. The role performs all activities to complete service requests and resolve technical issues for our Contact Center team.

This Technician will be responsible for the following:

• Primary and secondary technical support for Contact Center and Care team.
• Provide basic technical support for various platforms including; User profiles and Policies, Domain Administration, LAN's and wide area networks respective to design, installation, certification and maintenance, performance monitoring, fine tuning and data communications.
• Support telecommunication services
• Support work from home Contact Center Agents with Remote Access, VPN, Internet Services, and WIFI services, and LAN/WAN services.
• Complete detailed reports listing requests for technical assistance, steps taken to resolve them, and the specific dates/individuals involved
• Image, deploy, upgrade and service workstation images and peripherals.
• Support MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint).
• Manage and support Accounts (MS Active Directory, Call Center Application and Cloud Services).
• Support All Versions of Microsoft Workstations.
• Install, configure, troubleshoot, upgrade, repair, maintain, and monitor performance of all VoIP systems components.
• Assist in administering Contact Center reservation applications and VoIP phone system.
• Actively update, maintain, and monitor Contact Center systems.
• Diagnose systems and equipment failures of a routine nature and perform corrective actions.
• Perform preliminary analysis of major systems problems and escalate the problems in accordance with prescribed procedures.
• Manage and partner with vendors providing services, equipment, and supplies for the Contact Center
• Provide training/tutoring for Windows applications.

• One to three years’ experience in information systems and working knowledge of system administration/network administration and hardware.
• Experience in the maintenance of servers, printers, desktop PC’s, disk drives, system configuration, and tape/cartridge devices.
• Experience with assisting users in resolving computer related problems, such as inoperative hardware or software.
• Individual has working knowledge of Windows10, Windows11, Windows Active Directory, Windows Group Policies and Profiles, Active Directory user account management, and experience with Windows Office suites.
• Working knowledge of computer networking principals including the skills to utilize network principles and concepts including network terminology, networking terminology as well as the common elements of networking such as; Protocols, Addressing, File servers, Client/Server Technologies, VoIP and Monitoring tools.
• Knowledge in and experience in support for network functions such as; Email, Client/server technologies, File and Print services, DNS, WINS, DHCP, VoIP, Fax and Modem services, Host access, Internet, Cloud Services.
• Strong understanding of Voice over IP technologies, maintenance and optimization.
• Ability to develop and write systems and applications documentation and guides for users.
• Ability to provide training and user support.
• Outstanding verbal and written communication skills.
• Ability to deliver superior customer service and maintain a professional, calm, and positive attitude while resolving technical customer inquiries.
• Ability to follow directions, pay attention to detail, meet deadlines, and multi-task.
• Demonstrated ability to quickly learn new skills, products, technologies and procedures.
• The ability to prioritize appropriately when balancing multiple tasks

Workplace

• One of our values pillars is to work as OneTeam and we believe that there is no replacement for in-person collaboration but understand the value of some flexibility. Public Storage teammates are expected to work in the office five days each week with the option to take up to three flexible remote days per month.
• Our office is based in Plano, east of I75 near E. Park Blvd, just North of Historic Downtown Plano.

Public Storage is an equal opportunity employer and embraces diversity. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected status. All qualified candidates are encouraged to apply.