Technical Support Specialist
Total Expert
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $55,000 - $65,000 per year
Job Level
JuniorMid-Level
About the role
- Troubleshoot customer's product questions or problems via live chat, email, and phone, focusing on product functionality, operating environments and system configuration/setup.
- Serve as primary support liaison between Total Expert and end users.
- Responsible for documenting incidents in required tracking systems.
- Proactively keep customer informed of how and when problems are resolved with strong focus on retention and referenceability.
- Manage workload to ensure all customers issues are handled in a timely manner and driven to resolution.
- Convey customer feedback and escalations to Management.
- Work collaboratively within Support and across other departments to ensure proper handling of customer issues, i.e.
- Development, Customer Success, etc.
- Assist in verifying user-reported issues and communicating to the proper internal channel for resolution.
- Assist in testing resolutions to ensure effectiveness.
- Promote and maintain a high quality, professional, service-oriented company image among end users and team members.
- Take initiative to constantly expand product knowledge within our platform.
- Demonstrate ability to adapt to fluctuation and increase in workload.
- Required to participate in a Saturday shift following the rotation guidelines. Shift can be covered remotely or in office.
- Access to internet will be required for remote coverage.
- Assist with other duties as assigned by management.
Requirements
- Associate degree or Equivalent SAAS Business Experience.
- Minimum of 2-4 years’ experience in a call center or customer service environment.
- Strong collaboration and team building skills.
- Excellent problem solving and troubleshooting skills.
- Ability to multi-task and adapt to a fast-paced environment.
- Good verbal and written communication skills.
- Strong attention to detail.
- Proficient PC skills with knowledge of various software applications used for troubleshooting, call resolution and logging.
- Excellent time management, decision making, and organizational skills to insure most effective and timely delivery of service to customers.
- Exceptional troubleshooting ability.
- Willingness to interact with customers in a professional, productive manner that enhances customers’ experience with Total Expert.
Benefits
- Medical
- Dental
- Vision
- HSA (Health Savings Account)
- FSA (Flexible Spending Accounts)
- Company paid Life Insurance
- Short-Term Disability
- Long-Term Disability
- Flexible Time-Off (FTO)
- Paid Parental Leave
- 401(k) with employer match
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingproblem solvingcustomer servicecall center experienceincident documentationproduct knowledgesystem configurationsoftware applicationstime managementorganizational skills
Soft skills
collaborationteam buildingadaptabilityverbal communicationwritten communicationattention to detaildecision makinginitiativecustomer interactionservice-oriented
Certifications
Associate degreeSAAS Business Experience