Technical Customer Support Specialist

Technical Customer Support SpecialistTrusted Security Solutions (TSS) provides ATM key management solutions to help financial institutions manage their ATM fleets more efficiently. Our products combine a number of custom software components and off the shelf hardware to deliver a world class solution. Our customers are located across the globe but our team services them remotely from our Charlotte, NC office.TSS is a stable business whose rich history in the industry dates back to 1998 as a pioneer of digital ATM key management systems. We're preparing our company for success over the next 25 years by constantly looking to improve how we operate and deliver to our customers. Our organization is focused on developing a healthy environment for our employees to thrive while creating new opportunities for our team and customers through growth.As a small business, all employees of Trusted Security Solutions will work to create an environment where our team can succeed and deliver successfully to our customers. Each team member is expected to do the following:Be a supportive and amicable member of our team willing to support others whenever neededPresent yourself professionally to our customers to reinforce their confidence in our companyEffectively and efficiently communicate information or concepts with our team and customersHelp keep our clients, projects, and initiatives organized, documented, and on scheduleSupport the growth and development of the company through support of sales and marketingProvide support to our customers and help identify issues and potential solutionsThe role of Technical Customer Support Specialist centers around 3 main areas of competency as outlined below.Lead Customer Support ActivitiesRespond to inbound customer issues and requests per our standard SLA timelinesLead calls with customers to clarify details and help identify root causes of issuesReview application logs to analyze root causes for issues and provide recommendations for solutionsSupport new installations and upgrades for customers with technical knowledge and troubleshootingEscalate issues that require support from the greater team for further discussionCreate and Maintain DocumentationEnsure customer issues are recorded in our support ticketing system and prioritized correctlyUpdate tickets with progress and learnings throughout the resolution processClose support tickets when customer deems the issue resolved or due to customer inactivityCreate and update internal documentation to aide in future troubleshooting activities when appropriateDocument instructions or process for customers to clearly identify how to resolve issuesInventory and Equipment ManagementConfiguration and updates of hardware like Windows servers and Thales HSMsManage shipping and receiving of equipment to customers as necessaryDocument and track inventory of specialized equipmentReview updated documentation and notices from vendorsQualifications and Requirements5+ years experience in full time professional role3+ years experience in similar roleExcellent interpersonal and communication skillsStrong troubleshooting and problem solving capabilitiesExpertise with a wide array of Operating Systems including Windows Client, Windows Server, Windows on Windows and LinuxExperienced with installation and configuration of SQL Server ExpressUnderstanding of SQL Select/Insert/Delete query syntax and availability groupsUnderstanding of TCP Networking concepts like IP addressing, IP subnetting, and routingGeneral knowledge of networking hardware like switches, routers, firewalls, hubs, and cablesKnowledge of basic computing hardware components like CPU, RAM, Motherboard, SSDExperienced with Windows installer and general software installation processesWell versed in User Access Controls as it relates to elevated and non-elevated statesUnderstanding of Access Control Lists for directories and filesProficient in management of Windows device driversBasic awareness of IO concepts related to disk, memory, and networksExposure to SysInternals tools exposureAwareness of IIS websites and application pool concepts