Support Specialist

Support Specialist # Support SpecialistCharlotte, NC 28217## OverviewPosition TypeFull TimeEducation LevelNot SpecifiedCategoryCustomer Service## DescriptionAre 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## Qualifications**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 #J-18808-Ljbffr