Technical Support Specialist

• Provide highly proficient support to all team members via telephone, support tickets, email, and online chat (Essential)
• Manage large amounts of inbound and outbound communications in a timely and effective manner (Essential)
• Serves as subject matter expert for locating key resources to assist team members in performing their job duties, including extensive use of Sun's online Knowledge Base (Essential)
• Deliver information and share resources with team members requiring assistance in a manner which empowers them to seek resources independently (Essential)
• Utilize exceptional customer service skills while exhibiting patience to exceed internal team members' expectations (Essential)
• Provide troubleshooting and problem solving assistance to resolve issues promptly
• Perform routine tasks such as resetting passwords, responding to support tickets, provide remote screen sharing assistance, etc.
• Gather information, obtain feedback, and acquire written documentation during troubleshooting activities and resolution
• Maintain strong working knowledge of key people resources to assist team members in performing more complex job duties
• Maintain working knowledge of Sun's key systems, processes, and people to assist with supporting team member inquiries
• Document gaps in availability of documented processes and policies
• Provides support for audio and visual needs for all locations, when needed
• Assists with the support of all existing company devices, including troubleshooting, repairs, and replacement of peripherals and software, as needed.
• Other duties as assigned

• High School Diploma or GED (Required)
• In lieu of the above education requirements, a combination of experience and education will be considered.
• 2 years in experience in a customer service role (Required)
• 1 year in experience resolving issues for remote users (Required)
• 6 months in previous help desk experience (Preferred)
• 6 months in experience using online CRM, property management, financial, and online database software (Preferred)
• Thorough knowledge of technical hardware, including operating systems, networking, and computer repair (Preferred)
• Reading comprehension and basic math skills
• Ability to identify internal team members' needs, clarify information and requests, and provide recommended solutions
• Ability to follow directions and verbally give directions via phone or internet chat
• Strong communication, multitasking, and time management skills
• Ability to work independently as well as part of a team
• Demonstrated ability to use technology and online systems effectively, including advanced ability to perform online searches
• Proficient in Windows computer operating environments with strong knowledge of Microsoft Office suite
• Ability to work a flexible schedule, including evenings and weekends, with ability to work occasional overtime as needed
• Ability to be highly customer focused and adapt to different personality types/communication styles
• Strong attention to detail
• Preferred Certifications/Licensures:(CompTIA A+ (Computer service technicians))

BENEFITS

At Sun Communities, you will be part of an industry-leading organization where you will be challenged, inspired, rewarded and transformed. We place a high priority on our team members, and this is a big part of what sets us apart. We will ask you to give us your very best every day, and will challenge you with interesting work, stretch assignments, a collaborative and supportive work environment and plenty of learning and growth. In exchange, we will reward you with great pay, advancement opportunities, paid time off, great benefits, and flexibility.

• Comprehensive Medical and Prescription coverage with 4 plan options so you can choose the plan that best meets the needs of you and your family
• Comprehensive Dental and Vision Plans
• On-Site Fitness Center
• Voluntary Health and Dependent Care Reimbursement Accounts
• Life, Accidental Death & Dismemberment Insurance and Dependent Life
• Short and Long-Term Disability Coverage
• 401(k) Plan with Sun matching contribution
• Employee Assistance Program
• Identity Theft Insurance
• Legal Assistance Plan
• Pet Insurance
• Tuition Reimbursement program providing financial support to team members who further their formal education
• Vacation RV Site Discounts for team members when visiting Sun resorts across the nation
• Team Member Perks & Discounts program with hundreds of discounts on things like travel, merchandise, mobile phone service, and more
• Up to six weeks of paid parental leave for the birth of a child, adoption, or placement of a child
• Paid Time Off including ten holidays, vacation, personal, sick time, bereavement and pay for jury duty

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