Technical Support Specialist

October 25

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Description

• Provide first level technical support for customer software applications, including proprietary software, email and website support. • Sign into the email, phone, and chat queues and take calls, chats or emails as assigned and respond to customer requests in a timely and accurate manner. • Initiate, update, track and close tickets through work order system. • Complete and maintain all required paperwork, records, documents and technical support logs according to established procedures. • Recognize, document and alert the supervisor of trends in customer calls and issues. • Escalate complex issues to appropriate staff. • Recommend process improvements. • Perform additional responsibilities as assigned.

Requirements

• Minimum of 2 years computer and software service experience in a fast-paced business environment. • Minimum of 1 years supporting customer applications via phone in technical help desk environment. • Skilled in Microsoft Office suite (Outlook, Word, Excel, CRM, etc.). • Demonstrated ability to work inter-departmentally to accomplish objectives. • Ability to understand customer problems and know when to ask clarifying questions. • Ability to identify both complex computer problems, analyze them, and solve them. • Ability to describe technical information in a way that a nontechnical person can understand. • Strong writing skills in preparing instructions and email and chat responses. • High capacity to learn and adapt to changing technologies and service. • Basic understanding of DNS records and domain names. • Basic understanding of HTML and CSS. • Basic understanding of Windows folder and registry structure.