Our team is focused on providing the best customer service experience for our clients. The successful Technical Support Specialist will create customer satisfaction, use work opportunities to develop Omni Channel outcomes, and contribute insight for informed change.
Essential Duties and Responsibilities
Responds to customer product inquiries via telephone or written format via internet-based email or chat sessions.
Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters.
Troubleshoots problems with malfunctioning electro/mechanical equipment or software applications and recommends corrective action.
Documents customer information and recurring technical issues to support product quality programs and product development.
High School Diploma or equivalent
Knowledge, Skills, Abilities, Experience, or Characteristics
Interpersonal skills and technical product knowledge and expertise are critical to responding to daily activities with a customer-centric presence;
Effective verbal and written communications skills to consult with management, business partners and vendors required;
Documentation and quality assurance processes experience
PC configuration and installation knowledge
Successful customer service experience in a call-center setting
Associates or Bachelor’s degree in Computer Science or related field
IT Help Desk or PC setup experience
A+ Certification and Network experience
Physical and Mental Requirements
Job requires a very high level of judgment, exceptional analytical ability and creativity in investigating customer problems and solutions within service agreements.
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Some travel may be involved for both training and customer facing issues.
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Offer of employment is contingent on clearance of background check.
Equal Opportunity Employer - M/F/V/H
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)