What are the responsibilities and job description for the Technical Support Specialist position at Wahsega?
Reports to: Technical Support Manager
Department: Technical Support
Seniority Level: Associate
Location: Hybrid Metro Atlanta - In office 1 day a week
Job Summary
We are seeking a dedicated and patient Technical Support Specialist to join our team. This role plays a key part in delivering an exceptional customer experience by helping customers achieve success with our products in the field. The Technical Support Specialist will troubleshoot issues, guide customers through technical solutions, and ensure successful product functionality. The ideal candidate is highly communicative, detail-oriented, and solutions-driven, with strong multitasking skills and a proactive approach to problem-solving.
High performers in this role will have opportunities to expand their impact, mentor others, and be considered for future leadership or management roles.
Key Responsibilities
Technical Support Case Management:
- Maintain a strong understanding of Wahsega products and services
- Concisely document information and client interactions
- Work with other departments to address customer concerns
- Be an advocate for the customer while providing an exceptional customer experience
- Prioritize between inbound phone calls, existing cases, emails, and live sessions
- Clearly align goals and set expectations for the support case resolution
- Maintain a project tracker to monitor progress, milestones, and deliverables
Inter-Departmental Collaboration:
- Serve as the customer's voice internally, communicating necessary project updates and needs to departments such as Sales, Implementation, and Engineering
- Lead communication and collaboration with internal teams as needed to resolve customer issues or escalate issues to the appropriate team
- Attend regular internal meetings to discuss project status, share customer feedback, and align on process improvements
Qualifications & Requirements
- Proven ability to build rapport and trust with customers using good social skills
- Eager to learn, growth-oriented, and quick to adapt
- 3-5 years of experience in technical support or technical customer service
- Demonstrated ability to maintain patience and professionalism, especially when managing complex client issues or working with users with varying levels of technical expertise
- Strong organizational skills and attention to detail, capable of managing multiple projects simultaneously using tracking tools
- Excellent written and verbal communication skills
- Prior experience in a customer-facing role, preferably in technical support or customer service
- Knowledge of networking concepts (e.g., IP addresses, basic troubleshooting)
- Knowledge of VoIP or SIP is a significant plus
- Bachelors Degree preferred
Wahsega is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are made without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable laws.
The duties, responsibilities, and qualifications listed in this job posting are intended to describe the general nature and level of work being performed. They are not an exhaustive list of all duties, responsibilities, or qualifications required of employees assigned to this position. Wahsega reserves the right to modify job responsibilities or assign additional tasks as needed to meet business objectives.
Applicants must be authorized to work in the United States. Employment offers are contingent upon successful completion of applicable background checks.