Support Specialist

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

Required Education & Experience: 

•    Computer/Software knowledge and experience
•    Must be able to follow specific directions with attention to detail; must be conscientious.
•    Ability to learn and adapt quickly.
•    Customer service oriented.
•    Answer all incoming calls as presented.
•    Problem analysis and problem-solving skills.
•    Ability to plan and organize multiple tasks simultaneously.
•    Ability to handle stress.
•    Strong interpersonal skills.
•    Strong personal leadership skills
•    Must have excellent listening, verbal, and written communication.
•    Ability to interact with all levels within the organization.
•    Fluency in Spanish or French a plus
•    Must have experience working in a high intensity call center
•    Must successfully complete a proficiency test
•    Must be at least 18 years old
•    Must have at least a high school diploma or equivalent
•    Must have at least 1 year of call center and/or technical support experience
Working conditions:
•    No travel required
•    Up to 100% of workday may be on phones
•    Must be flexible to work any shift in a 24/7 environment
o    Shift may change based on business needs
•    Dress is business casual