Lead, Technology Support / Ambassador

Known for being a great place to work and build a career, KPMG provides audit, tax and advisory services for organizations in today’s most important industries. Our growth is driven by delivering real results for our clients. It’s also enabled by our culture, which encourages individual development, embraces an inclusive environment, rewards innovative excellence and supports our communities. With qualities like those, it’s no wonder we’re consistently ranked among the best companies to work for by Fortune Magazine, Consulting Magazine, Working Mother Magazine, Diversity Inc. and others. If you’re as passionate about your future as we are, join our team.

KPMG is currently seeking a Lead, Technology Support / 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; Uses 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; Technical Liaison for Office related issues/outages, monitoring/testing networking and Wi-Fi

Qualifications:

• Minimum one year of 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
• Strong verbal/written communication, problem solving, analytical and independent judgment skills to support an environment driven by customer service and teamwork
• Ability 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; Ability to support client service professionals in various levels within the firm; Ability to provide on-call coverage on nights and weekends, as needed
• US Citizenship is required

KPMG LLP (the U.S. member firm of KPMG International) offers a comprehensive compensation and benefits package. KPMG is an affirmative action-equal opportunity employer. KPMG complies with all applicable federal, state and local laws regarding recruitment and hiring. All qualified applicants are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, citizenship status, disability, protected veteran status, or any other category protected by applicable federal, state or local laws. The attached link contains further information regarding the firm's compliance with federal, state and local recruitment and hiring laws. No phone calls or agencies please.

KPMG does not currently require partners or employees to be fully vaccinated or test negative for COVID-19 in order to go to KPMG offices, client sites or KPMG events, except when mandated by federal, state or local law.  In some circumstances, clients also may require proof of vaccination or testing (e.g., to go to the client site).