Technical Support Specialist

As an entry level Technical Support Specialist, you will provide Tier 1 support to our customers via phone, email, and computer chat. With each phone triage you will be expected to ask appropriate questions and use the knowledge and resources we provide you to diagnose and resolve our clients' issues. You will also work closely with Tier 2 support and escalate issues that extend beyond Tier 1 for review.

Key Responsibilities

• Manage Help Desk tickets in a timely manner
• Respond to client issues via phone, email, and computer chat
• Accurately document client interactions
• Run diagnostics to resolve reported issues
• Escalate issues to the Tier 2 support team
• Monitor and schedule preventative maintenance service calls
• Follow up with clients to ensure issues are resolved and tickets are closed
• Ship replacement parts as needed to field technicians
• Process Time and Material charges

Qualifications, Experience, Skills, Competencies

• Work in a fast-paced environment, with a demonstrated ability to meet deadlines and service level agreements.
• Attention to detail and ability to multi-task talking to customers while performing technical computer work.
• Work with diverse groups and individuals to set goals, establish priorities, and solve complex problems.
• Mature, self-motivated, and professional with excellent written and verbal communication skills
• Strong problem solving and analytical abilities while working independently.
• Strong commitment to quality customer service
• Regularly demonstrates initiative in supporting the customer outside of expected job assignments.
• Ability to follow and improve existing and new processes and procedures.
• Proficiency and Experience with Microsoft Office products
• Ability to manage multiple tasks and priorities.
• Strong analytic and problem-solving skills
• Candidates must also be able to work assigned shifts.
• Provide responsive, timely support to all end-user questions and support requests.
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