Technical Support Specialist

Job Summary:The Technical Support Representative works to provide world-class technical support to integrators and resellers to resolve hardware and software issues.​Duties/Responsibilities:Perform Technical Support by taking incoming calls, making outbound calls to customers and answering technical questions via emailThoroughly document step-by-step troubleshooting steps in Helpdesk Tickets after each call or emailAccept and work technical support calls escalated from Service RepresentativesProvide internal Technical Support assistance through team’s internal chat programCollaborate with other Technical Support members verbally and provide information to others by utilizing knowledge-based articlesCreate, edit, and submit internal knowledge-based pieces to assist other team members in the futureWith direction, help to reproduce and resolve customer issues with softwareRequired Skills/Abilities:Ability to assist customers by phone or by email with a winning customer service attitudeAbility to collaborate openly and effectively with other Technical Support team membersDaily average of calls/tickets per day should be at a minimum between 7 and 15College degree preferredExperience in a customer-facing role such as Customer Service, Helpdesk or Technical SupportStrong communication skills to troubleshoot, give customers technical assurance, and escalate issues properlyAddress and solve a wide array of complex problemsStrong diagnostic skills to troubleshoot, identify and resolve issuesUtilize available tools such as Knowledge Base, past HDTs, FAQs and training documents to solve customer issuesKey communications contacts (internal/external) and level of persuasion requiredAbility to take direction and work well with othersMust always maintain positive attitude and communication when dealing with customer or internal/external stakeholdersOther Requirements:Ability to handle physical work such as building equipment and test environmentsAbility to maintain a stationary physical position for prolonged periods of time