Technical Support Specialist Job Description Template
Our company is looking for a Technical Support Specialist to join our team.
Responsibilities:
- Enter new customers in multiple software systems using submitted account paperwork;
- Enter consumer refunds in a timely and accurate fashion;
- Candidate should have sound technical knowledge, troubleshooting skills and support experience on following :;
- MS Office & Outlook;
- Communicate with vendors and 3rd parties to ensure completion of tasks in a timely manner and to customer’s satisfaction;
- Demonstrate understanding of social media and effectively communicate knowledge with clients;
- Provide guidance on the capabilities of the Reputation.com platform;
- Taking all first line calls from customers and identifying initial issues;
- Record details of inquiries, complaints, or comments, as well as actions taken within a call center environment;
- Delight merchants every day;
- Queue management with emphasis on efficiency, quality & quantity;
- Conduct computer diagnostics onsite and remotely to investigate and resolve problems by providing technical assistance and support;
- Adhere to and strictly enforce all company safety policies and procedures;
- Other duties as assigned;
- Oversee and report on the daily performance of client systems by utilizing Bomgar and remote access systems in the Swisslog Customer Care Center.
Requirements:
- Proactive and logical thinking in resolving problems;
- Deliver high quality and timely resolutions to clients on a daily basis;
- Track all problem resolution in Helpdesk ticket system;
- Availability to travel;
- Manage the team ensuring all procedures and workloads are prioritized efficiently and effectively;
- Don’t let anything stand between the customer and success;
- Basic understanding of iOS and Android Mobile Platforms (limited end-user support);
- Strong customer or partner communication skills with the ability to handle and resolve partner conflicts using various modes of communication;
- Ability to read and write SQL;
- Deep understanding of the Microsoft Office Suite;
- Experience using SQL to query data needed to troubleshoot cases;
- Hands on experience managing customer issues through a ticketing solutions (such as Zendesk);
- Bachelor’s degree preferred or equivalent experience;
- The ability to be highly organized in keeping track of unpaid customer invoices and chasing them down for payment;
- Strong knowledge of and experience supporting MacOS 10.12+