Support Specialist

## Description

Are 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