Support Specialist
About the role
The Technical Support Specialist provides front-line technical support to both internal staff and external customers, ensuring timely and effective resolution of technical issues. This role requires a strong technical background and excellent communication skills to address software, hardware, and connectivity concerns. The Technical Support Specialist is responsible for troubleshooting, managing IT assets, assisting with onboarding and offboarding processes, and offering technical training. This position plays a critical role in maintaining operational efficiency and delivering high-quality customer service while collaborating closely with the IT team to meet company objectives.
SAGE's flagship SAGE Online™, SAGE Web™, and SAGE Mobile™ research and business management services, SAGE also provides the industry with other product research services, order management, CRM, project management, websites, and e-commerce solutions, end-user catalogs, payment processing, tradeshow management services, and lead retrieval software. SAGE is the exclusive technology provider for Promotional Products Association International (PPAI) members, the industry's non-profit association, and Promotional Products Professionals of Canada (PPPC) members, Canada's non-profit association. SAGE was voted one of the best places to work for the promotional products industry in 2022 and 2023. Website: www.sageworld.com
Responsibilities
- Providing support and technical issue resolution through phone, email, instant messaging, and remote support tools.
- Managing support tickets for effective and timely resolution.
- Troubleshooting and resolving issues related to software installation and performance.
- Troubleshooting and resolving issues related to hardware troubleshooting, installation, and repair.
- Troubleshooting and resolving issues related to email account and domain name configuration.
- Acting as the primary point of contact for workstation hardware and software issues, including initial deployment and asset return upon employee separation.
- Identifying and advising on operational issues in customer computer systems relative to company products and services.
- Acting as a resource for technical-related training to customers and staff