Description
Job Summary:
The Technical Support Specialist often serves as the first point of contact for technical assistance to customers. They are responsible for providing prompt and efficient support while achieving exceptional customer service satisfaction, This role is responsible for diagnosing hardware and software problems, configuring systems, offering guidance on usage and escalating tickets and cases per departmental protocols. The specialist must maintain system functionality and adherence to all departmental procedures and meeting client SLAs, Requires some on-site training.
Key Responsibilities:
Customer Service:
- Provide the highest level of customer service in all activities externally and internally that meets or exceeds department requirements.
- Maintain a high level of communication with users to ensure their issues are understood and resolved.
- Follow up with users to ensure problems are resolved and systems are functioning correctly.
Technical Support and Troubleshooting:
- Promptly respond to user inquiries via phone queue, or email request
- Diagnose and resolve issues recognizing demarcation of the customers IT policy or engagement.
- Guide users through step-by-step solutions and document resolutions for future reference.
Logging and Tracking issues:
- Manage Freshdesk case volumes per policy, primary focus on phone resolution
- Answer calls within 3 rings
- Obtain clear reason for call, expected result, actual result and ticket example
- Work cross-functionally with internal teams to meet SLA, SOW and company standards as determined by department leadership
Documentation and Reporting:
- Maintain accurate records of support requests and resolutions.
- Develop and update guides, and KB technical documentation.
Requirements
Qualifications:
- Associates degree in Information Technology, Computer Science, or related field preferred, OR 5 years of experience
- Minimum of 2-3 years of experience in technical support or a similar role required
- Exceptional customer service skills and previous experience working directly with customers on technical-related issues
- Proficiency in Windows, macOS, (or Linux operating systems) and remote desktop applications and help desk software.
- Knowledge of network protocols, hardware components, and software applications.
- Strong problem-solving and analytical skills.
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Ability to maintain composure under time constraints and competing priorities
Physical Requirements/ Working Conditions:
- Must be able to sit at a desk and computer screen 90% of the shift and answer/talk on the phone with or without reasonable accommodations
- Must work flexible hours, including evenings and weekends as required for the department on-call rotation schedule ability to work On Call rotation (weeklong rotation)
- Work is typically performed in an office environment as a hybrid position
Benefits
- Become an integral part of a dynamic, growing company that is well respected in its industry.
- Highly competitive salary
- Generous medical, dental, & vision insurance coverage
- Unlimited PTO policy 8 company-paid holidays
- The salary range for this position begins at $55k
