Technical Support Specialist
- Provide technical system and user support by responding to calls and email requests for technical support in a timely manner
- Diligently manage client cases within Zendesk, and communicate any perceived delays to management immediately upon identification
- Document, track, and monitor problems to ensure a timely resolution and appropriate follow-up with clients
- Assess issues and escalate, if needed, to higher levels of client support
- Resolve technical problems, detect patterns of issues, and communicate via the defined escalation path (including services leadership) regarding persistent issues
- Assist other department employees in troubleshooting difficult or time-sensitive problems
- Configure client equipment both locally and remotely
- Maintain your knowledge and expertise by learning new and evolving technologies and by achieving appropriate industry and professional certifications
- Contribute to continuous improvement of the client experience by providing suggestions for the betterment of technical practices
- Workweek includes Saturday & Sunday shift in schedule, with 2 days off during the weekdays
- Other duties as assigned by Supervisor
- 1-2 years experience handling high-end clients with the ability to demonstrate proper service recovery steps or a commensurate combination of education, certifications, and experience
- Proficient with Ubuntu or other Linux distribution highly desired
- Solid understanding of mobile environments including Android and iOS, including development and logging tools
- Solid understanding of Windows 10 environment including device drivers, event viewer, and error reporting
- Experience working with advanced software issues that require root cause analysis
- Experience maintaining small networks. Network+ a bonus, but not necessary
- Exposure to SQL commands a bonus
- Able to work independently and efficiently to meet deadlines
- Able to promptly answer support related email, phone calls and other electronic communications
- Self-motivated, detail-oriented and organized
- Ability to learn new technologies quickly and deal with ambiguity
- Proficient in Internet related applications such as email clients, FTP clients and web browsers
- Proficient in the entire Microsoft Office suite (Word, Excel, Outlook, PowerPoint)
- Excellent communication (oral and written), interpersonal, organizational, and presentation skills using appropriate vocabulary and grammar to obtain and convey information
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