What are the responsibilities and job description for the Sr. Customer Tech Support Specialist position at American Operations Corporation?
The Sr. Customer Tech Support Specialist serves as the primary point of contact for customer inquiries and technical support issues, delivering high-quality service and ensuring customer satisfaction. This role requires a deep understanding of the company's products and services, enabling the specialist to provide effective solutions and guidance to clients. The ideal candidate will leverage their technical knowledge and exceptional communication skills to resolve complex issues, perform root cause analysis, and help improve overall client experience.
Key Responsibilities:
- Provide advanced technical support and troubleshooting assistance to customers via phone, email, and remote support tools.
- Document and track customer interactions, issues, and resolutions in a ticketing system, ensuring transparent communication and follow-up.
- Actively engage with clients to understand their technical issues and provide appropriate solutions and recommendations.
- Collaborate cross-functionally with engineering, product management, and sales teams to escalate and resolve customer problems.
- Develop and maintain technical documentation, including user manuals, FAQs, and training materials.
- Conduct training sessions for customers on product use, features, and best practices.
- Monitor product performance, gather customer feedback, and identify opportunities for product improvement.
- Stay updated on industry trends, emerging technologies, and best practices to provide the best support experience.
- Six (6) years of professional experience in Industry.
- Federal or DoD Help Desk Support using a help desk tool such as BMC’s Remedy or ServiceNow.
- Must have one of the following certificates:
- CASP, CISSP, CCNP, CISA, GCED, GCIH, or CCSP.
- Must be a US citizen.
- Active secret security clearance.
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Short Term & Long Term Disability