What are the responsibilities and job description for the Technical Support Specialist position at Computers Unlimited?
Job Summary: The technical support specialist will provide technical and network problem resolution to end-users (CU customers) by performing a question diagnosis while guiding users through step by step solutions. Successful tech support specialists will have exceptional customer service skills, and be able identify the problem through effective listening, and thoughtful questions. This is an exempt position reporting into the manager of Technical Services.
Responsibilities & Duties:
- Answer customer calls which are typically technically in nature – hardware, operating systems, communication, etc.
- Troubleshoot issues and provide suitable solutions. Test and research as needed.
- Accurately and completely document resolutions for audiences of different technical level.
- Participate in 24-hour support program.
- Assist with the successful execution of the annual users group conference. Will attend and may provide technical support before, during and after conference.
- This position has no supervisory responsibilities.
Required skills & abilities:
- All Computers Unlimited employees are expected to treat others with respect, maintain good relationships with employees and customers, and uphold high ethical standards of honesty, integrity, and reliability. Employees are expected to follow security and confidentiality standards.
- Excellent customer service and communication skills – both written and verbal, with strong listening skills.
- Ability to problem solve by listening and asking questions.
- Ability to work independently, prioritize tasks and handle competing deadlines.
Education & Experience:
- Bachelor’s degree in information systems, computer science or related field required. Related experience may substitute.
- Minimum two years of experience in customer service or phone support is preferred.
- Experience in Windows Server environments (active directory, SQL versions, and remote desktop hosting), IP networking, Android and IOS devices preferred.
Travel/Working Conditions This job will be performed in our Billings, Montana office location. At the discretion of the manager, the duties may also be performed fully remote from within one of the states we operate, or hybrid. Remote individuals will be expected to travel to the office in Montana at least once per year.