Technical Support Specialist

The Technical Support Specialist 1 is responsible for supporting our customers in their technical

needs, questions and issues. The specialists receives, records, and reconciles the end-user's technical questions on use and implementation of computer products in a timely and professional manner.

Job Description:

• Create, manage, and monitor tickets for incoming customer inquiries, issues, or service requests.

• Provide first-level support for Point-of-Sale hardware and software, resolving operational and technical problems for customers and technicians.

• Identify and escalate complex issues to the relevant departments within the organization, ensuring swift problem resolution.

• Create and send emails to update customers and the internal team on the status of tickets, ensuring clear and effective communication.

• Utilize service management systems to gather and maintain service incident data, contributing to the knowledge management system.

• Work as an integral team member, focusing on continuous improvement and total customer satisfaction.

• Perform customer service administrative tasks as assigned, including understanding customer databases and processing customer part requests.

• Display genuine concern and ownership for customers' situations, exercising sound judgment and analytical skills to determine effective problem resolutions.

• Provide and obtain technical information, continuously seek out and accept ongoing learning opportunities, and adapt to changing technologies and solutions.

• Document all customer requests and interactions in the CRM or applicable tools for tracking purposes.

Qualifications:

• Clear and coherent in both written and verbal communications skills to efficiently create and send updates via email and for interacting with both customers and internal teams.

• Adept at troubleshooting technical issues, finding solutions, and guiding customers or technicians through problem resolution.

• Ability to work effectively within a team is important, as the role may involve collaboration with other support specialists and departments.

• Keen eye to details, to accurately document issues, and ensure that tickets are managed and closed with precision.

• Effective time management is crucial to prioritize and manage multiple support tickets efficiently, ensuring timely resolution.

• Adaptable and willing to learn new technologies and processes is valuable in this role.

• Ability to build rapport with customers to provide positive support experience.