IT Support Specialist
Center For Health Innovation
We are currently looking to hire a Technical Support Specialist to join ourteam. Are you someone who has a passion for technology and are the go-to person in your household for solving tech issues? Do you enjoy being a trusted resource, someone who can answer questions and guide others through solutions with empathy and patience? Then read on! Job Responsibilities
- Support customers' technical needs during on boardingand post-installation.
- Provide expert technical support for residential and business customers.
- Support field technicians remotely to ensure smooth and successful customer installations.
- Participate in user testing for system updates and promote self-service tools to customers.
- Maintain regular, punctual attendance and perform other duties as assigned.
- Participate in an on-call rotation schedule.
- Deliver exceptional customer service across all channels including phone, chat, email, and/or social media.
- Own and manage escalations through to resolution ensuring customer satisfaction
- Responsible for creating training materials and job aids to promote knowledge sharing amongst the team.
- Contribute to the development and ongoing maintenance of a customer-facing knowledge base.
- Must be available to work full-time on-site at our Kingston, NY location
- 2-4 years of experience in customer service, technical support and/or sales.
- High school diploma or equivalent required, technical or associate degree preferred.
- Strong multitasking, problem-solving, and written and verbal communication skills.
- Team-oriented mindset with a high sense of urgency and accountability.
- Comfort with feedback, independent decision-making, and learning new systems.
- Familiarity with customer service platforms such as HubSpot, Zendesk, and Intercom. Experience with OSS/BSS systems such as Gaiia, MBS, Wavelo, or NISC. Working knowledge of softphone platforms including RingCentral, Aircall, and Dialpad.
- Demonstrated experience troubleshooting fiber networks, ONTs, and routers. Experience with Adtran and eero is preferred.
- Willingness to travel and work on-site, with occasional remote opportunities.
- Must be able to sit for extended periods and work with various digital tools.
Vacancy posted 5 days ago
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