Technical Support Specialist

As A Technical Support Helpdesk supplies quality, professional software support that results in a high degree of client satisfaction. This includes assessing, documenting, and resolving basic client issues within an inbound contact center. Responds to routine inquiries of a technical or functional nature. Typically supports platform and product issues. Handles problem resolutions that may require follow-up and/or escalation to a higher level of ability.

Skills and Requirements:

High school diploma or equivalent.

Type 40 wpm.

Extensive attention to detail.

Ability to multi-task between different production processes.

Must be able to consistently drive results with little prodding or supervision.

Demonstrated ability to discreetly handle highly sensitive and confidential information.

Duties and Responsibilities:

Monitor, document, and manage the end-to-end resolution process promptly while effectively communicating status updates with the client.

Offers correct and efficient resolutions to cases, with aid from team members, management, or other departments as necessary.

Coordinates with client services and IT to identify patterns in client issues and behaviors.

Participates in the knowledge management process through use of materials.

Guides clients to the use of self-help resources.