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SalaryPosition Objective:
Are you passionate about providing exceptional technical support? We're seeking a motivated Support Specialist to join our team. In this role, you'll be the first point of contact for end-users and IT specialists, assisting them via phone and email with their technical inquiries. Your primary objective will be to resolve incidents promptly at the Tier I level, documenting each step thoroughly and escalating complex issues when necessary. If you're detail-oriented, customer-focused, and thrive in a fast-paced environment, we want to hear from you. Join us and become a vital part of our support team, contributing to our mission of delivering outstanding service to our clients. Apply now and embark on a rewarding career path in technical support!
Responsibilities:
The principal duties of the Support Specialist include the following
- Assist end-users and IT specialists by phone and email with first-level technical support; working to resolve as many incidents as possible at the Tier I level, this includes calling end-users as needed
- Create new or update existing tickets and ensure each ticket contains detailed documentation which outlines the problem, troubleshooting steps taken and final resolution (if applicable)
- Follow training and documentation for all necessary troubleshooting steps
- Escalate more complex issues to senior staff and work with them on projects and troubleshooting issues as needed
- Respond in a timely manner to requests when resolving issues
- Document changes within established parameters and escalate those which need higher level review
- Contribute knowledge and updated information to maintain the Knowledge base, participate in group chat environments as a resource
- Learn new clients
- Follow set policies and procedures when assisting clients to ensure proper handling of requests
- Provide timely responses to client and management requests. Status updates on such requests need to be provided on a regular basis
- Demonstrates ability to take ownership of client issue with minimal assistance after initial training period.
- Maintain an above average standing on individual score card that includes calls handled, average handled time, missed calls, etc.
- 365 days 24/7 coverage which includes holiday coverage
- Support Services is considered essential personnel and is expected to be available even during inclement weather
