Technical Support Specialist

Direct interaction with customers via phone, email, and/or chat to deliver word class, solutions-focused results with an emphasis on the customer’s experience. This will require the employee to become proficient with all aspects of the application software functionality to accurately analyze, troubleshoot, diagnose, and resolve software or system-related issues under the general direction of both the supervisor and manager.

Responsibilities

• Answers, evaluates and prioritizes incoming telephone, email and chat-based requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies
• Recognizes problems, conducts research, provides resolutions, and follows up with customers as needed, escalating more complex cases to the appropriate team
• Logs and tracks calls using a problem management database and maintains history records and related problem documentation
• Prepares sta...