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 email
• Thoroughly document step-by-step troubleshooting steps in Helpdesk Tickets after each call or email
• Accept and work technical support calls escalated from Service Representatives
• Provide internal Technical Support assistance through team’s internal chat program
• Collaborate with other Technical Support members verbally and provide information to others by utilizing knowledge-based articles
• Create, edit, and submit internal knowledge-based pieces to assist other team members in the future
• With direction, help to reproduce and resolve customer issues with software

Required Skills/Abilities:

• Ability to assist customers by phone or by email with a winning customer service attitude
• Ability to collaborate openly and effectively with other Technical Support team members
• Daily average of calls/tickets per day should be at a minimum between 7 and 15
• College degree preferred
• Experience in a customer-facing role such as Customer Service, Helpdesk or Technical Support
• Strong communication skills to troubleshoot, give customers technical assurance, and escalate issues properly
• Address and solve a wide array of complex problems
• Strong diagnostic skills to troubleshoot, identify and resolve issues
• Utilize available tools such as Knowledge Base, past HDTs, FAQs and training documents to solve customer issues
• Key communications contacts (internal/external) and level of persuasion required
• Ability to take direction and work well with others
• Must always maintain positive attitude and communication when dealing with customer or internal/external stakeholders

Other Requirements:

• Ability to handle physical work such as building equipment and test environments
• Ability to maintain a stationary physical position for prolonged periods of time