Technical Product Support Specialist- 2Nd Shift

• Serve as primary Support contact for assigned client region.
• Responsible for front-line answering of inbound phone calls to Support Department and creation of corresponding Zendesk ticket.
• Ensure prompt attention to all proactive customer alerts within assigned Region, prioritizing response by severity of alert.
• Teammates will ensure Zendesk ticket resolution/escalation within 2 hours of initial response.
• Escalate tickets as necessary to Sr. Technical Support Specialist or department manager.
• Update all open and pending tickets daily.
• Maintain customer email lists for assigned accounts.

• Ability to explain technical concepts to non-technical users
• A working knowledge of product automation, directory services, monitoring tools, and remote applications
• Understanding of infrastructure hardware such as desktops, laptops, thin clients, mobile phones, printers, etc.
• Ability to diagnose and resolve technical issues
• Excellent communication and problem-solving skills.
• Ability to effectively perform problem isolation.
• Able to read and understand technical manuals, procedural documentation.

• Associates Degree Preferred
• 4+ years of experience as a product helpdesk technician or customer support roll

For these skills, Par Excellence will offer a competitive salary along with a full benefits package including medical, dental, life insurance, company provided short term and long-term disability, 401k with company match, paid vacations and holidays.