Tier 1 Technical Support Specialist

Responsibilities Provide excellent customer service on the phone, in-person and via email to customers and clients utilizing our products and services. Meet expected SLAs by meeting the expected call pick-up and call resolution times on the inbound call queue. Provide daily assistance to existing clients by being primary contact for technical support by answering technical questions, troubleshooting, and educating clients on our products and services. Act as an empowered liaison between the company's external clients and internal customers (Graphic Design, Information Technology, Printing, and Fulfillment) to provide exceptional service to clients. Communicate effectively to clients, department head via written and verbal reports. Monitor ongoing customer issues and open tickets to ensure resolution. Assist in deployment to customers. Provide technical training and support to customers. Develop technical support and training tools that increase system usability and both technical and end-user documentation. Identify the needs of customers, resolve issues, and provide solutions. Assist in user profile setup inventory look up and card stock balance issues. Maintain expertise on company policies and the website for FAQs or policy-related answers. Maintain thorough ticket logs of conversations with the customer. Write and submit escalations when issue is not resolved in a timely manner. Follow established procedures, and report newly discovered issues. Enhance organization reputation by accepting ownership of unresolved issues/upset clients, exploring opportunities to add value to job accomplishments. Requirements High School Diploma or GED, required. Bachelor’s Degree in related field, or equivalent experience preferred. Minimum 1 year in a technical support role. Maintain an A+ Networking certificate, or equivalent experience. Demonstrated understanding of DHCP, Firewalls, web services, and IPSec VPN concepts. General knowledge of IP routing design and general Internet connectivity and related dependencies (DNS, Security, IP Routing, VPN, etc.). General Networking knowledge including: Switches, Routers, Hubs, Servers, Cables, Racks, Firewalls, LAN, WAN, TCP/IP, DNS, UDP, Latency, VoIP, troubleshooting. #J-18808-Ljbffr