Technical Support Specialist 1

About the role

The Technical Support Specialist 1 (TSS-1) assists in resolving complex, time-sensitive, and high-risk issues, including customer escalations, site down incidents, remote troubleshooting, and dispatching cases to field service technicians. This position requires an understanding of both Legacy and NextGen systems, as well as the ability to integrate these systems with other client products.

Responsibilities

• Customer Service Support: 50%
• Quickly addresses and provides support for inbound calls
• Demonstrates effective use of phone and email for communication
• Applies analysis and knowledge to maintain high levels of data quality and integrity
• Technical: 40%
• Maintains an open, approachable manner, treating others fairly and respectfully
• Provides progress updates to customers and seeks customer feedback
• Identifies issue trends and uses available tools, resources, and team collaboration to troubleshoot customer issues
• Administrative/Other: 10%
• Adheres to work and call schedules
• Timely completion of required training
• Performs other duties as assigned

Knowledge, Skills and Abilities

• Customer Service Support
• Service Orientation, Initiative, & Quality
• Quickly addresses and provides support for inbound calls
• Demonstrates effective use of phone and email for communication
• Applies analysis and knowledge to maintain high levels of data quality and integrity

• Accountable
• Sets and maintains a conscious balance of expectations and timelines
• Fulfills process checklists and collaboration process
• Organizes time effectively and utilizes self-management habits for increased productivity
• Displays a positive attitude about the work, co-workers, customers, management, and employer policies
• Asks for and uses feedback to improve performance
• Addresses issues in an open, constructive, professional manner and persuades others to approach issues in the same way

• Problem Solving / Decision Making
• Uses initiative and applied logic to be creative and proactive in assessing and providing support to resolve new, recurring, and ongoing technical issues
• Accurately assesses priority level with limited coaching
• Demonstrates ability to efficiently solve issues both independently and by consulting with senior specialists and peers for next steps
• Remains open to many approaches to address needs or resolve issues
• Sets and maintains a conscious balance of expectations and timelines
• Follows process checklists & collaboration process
• Organizes time effectively and utilizes self-management habits that lead to increased productivity
• Displays a positive attitude about the work to be done, co-workers, customers, management, and employer policies
• Asks for and uses feedback to improve performance
• Sets and maintains a conscious balance of expectations and timelines
• Follows process checklists & collaboration process
• Organizes time effectively and utilizes self-management habits that lead to increased productivity
• Displays a positive attitude about the work to be done, co-workers, customers, management, and employer policies
• Asks for and uses feedback to improve performance
• Sets and maintains a conscious balance of expectations and timelines
• Follows process checklists & collaboration process
• Organizes time effectively and utilizes self-management habits that lead to increased productivity
• Displays a positive attitude about the work to be done, co-workers, customers, management, and employer policies
• Asks for and uses feedback to improve performance
• Sets and maintains a conscious balance of expectations and timelines
• Follows process checklists & collaboration process
• Organizes time effectively and utilizes self-management habits that lead to increased productivity
• Displays a positive attitude about the work to be done, co-workers, customers, management, and employer policies
• Asks for and uses feedback to improve performance
• Sets and maintains a conscious balance of expectations and timelines
• Follows process checklists & collaboration process
• Organizes time effectively and utilizes self-management habits that lead to increased productivity
• Displays a positive attitude about the work to be done, co-workers, customers, management, and employer policies
• Asks for and uses feedback to improve performance
• Sets and maintains a conscious balance of expectations and timelines
• Follows process checklists & collaboration process
• Organizes time effectively and utilizes self-management habits that lead to increased productivity
• Displays a positive attitude about the work to be done, co-workers, customers, management, and employer policies
• Asks for and uses feedback to improve performance
• Sets and maintains a conscious balance of expectations and timelines
• Follows process checklists & collaboration process
• Organizes time effectively and utilizes self-management habits that lead to increased productivity
• Displays a positive attitude about the work to be done, co-workers, customers, management, and employer policies
• Asks for and uses feedback to improve performance
• Sets and maintains a conscious balance of expectations and timelines
• Follows process checklists & collaboration process
• Organizes time effectively and utilizes self-management habits that lead to increased productivity
• Displays a positive attitude about the work to be done, co-workers, customers, management, and employer policies
• Asks for and uses feedback to improve performance
• Sets and maintains a conscious balance of expectations and timelines
• Follows process checklists & collaboration process
• Organizes time effectively and utilizes self-management habits that lead to increased productivity
• Displays a positive attitude about the work to be done, co-workers, customers, management, and employer policies
• Asks for and uses feedback to improve performance
• Sets and maintains a conscious balance of expectations and timelines
• Follows process checklists & collaboration process
• Organizes time effectively and utilizes self-management habits that lead to increased productivity
• Displays a positive attitude about the work to be done, co-workers, customers, management, and employer policies
• Asks for and uses feedback to improve performance
• Sets and maintains a conscious balance of expectations and timelines
• Follows process checklists & collaboration process
• Organizes time effectively and utilizes self-management habits that lead to increased productivity
• Displays a positive attitude about the work to be done, co-workers, customers, management, and employer policies
• Asks for and uses feedback to improve performance
• Sets and maintains a conscious balance of expectations and timelines
• Follows process checklists & collaboration process
• Organizes time effectively and utilizes self-management habits that lead to increased productivity
• Displays a positive attitude about the work to be done, co-workers, customers, management, and employer policies
• Asks for and uses feedback to improve performance
• Sets and maintains a conscious balance of expectations and timelines
• Follows process checklists & collaboration process
• Organizes time effectively and utilizes self-management habits that lead to increased productivity
• Displays a positive attitude about the work to be done, co-workers, customers, management, and employer policies
• Asks for and uses feedback to improve performance
• Sets and maintains a conscious balance of expectations and timelines
• Follows process checklists & collaboration process
• Organizes time effectively and utilizes self-management habits that lead to increased productivity
• Displays a positive attitude about the work to be done, co-workers, customers, management, and employer policies
• Asks for and uses feedback to improve performance
• Sets and maintains a conscious balance of expectations and timelines
• Follows process checklists & collaboration process
• Organizes time effectively and utilizes self-management habits that lead to increased productivity
• Displays a positive attitude about the work to be done, co-workers, customers, management, and employer policies
• Asks for and uses feedback to improve performance
• Sets and maintains a conscious balance of expectations and timelines
• Follows process checklists & collaboration process
• Organizes time effectively and utilizes self-management habits that lead to increased productivity
• Displays a positive attitude about the work to be done, co-workers, customers, management, and employer policies
• Asks for and uses feedback to improve performance
• Sets and maintains a conscious balance of expectations and timelines
• Follows process checklists & collaboration process
• Organizes time effectively and utilizes self-management habits that lead to increased productivity
• Displays a positive attitude about the work to be done, co-workers, customers, management, and employer policies
• Asks for and uses feedback to improve performance
• Sets and maintains a conscious balance of expectations and timelines
• Follows process checklists & collaboration process
• Organizes time effectively and utilizes self-management habits that lead to increased productivity
• Displays a positive attitude about the work to be done, co-workers, customers, management, and employer policies
• Asks for and uses feedback to improve performance
• Sets and maintains a conscious balance of expectations and timelines
• Follows process checklists & collaboration process
• Organizes time effectively and utilizes self-management habits that lead to increased productivity
• Displays a positive attitude about the work to be done, co-workers, customers, management, and employer policies
• Asks for and uses feedback to improve performance
• Sets and maintains a conscious balance of expectations and timelines
• Follows process checklists & collaboration process
• Organizes time effectively and utilizes self-management habits that lead to increased productivity
• Displays a positive attitude about the work to be done, co-workers, customers, management, and employer policies
• Asks for and uses feedback to improve performance
• Sets and maintains a conscious balance of expectations and timelines
• Follows process checklists & collaboration process
• Organizes time effectively and utilizes self-management habits that lead to increased productivity
• Displays a positive attitude about the work to be done, co-workers, customers, management, and employer policies
• Asks for and uses feedback to improve performance
• Sets and maintains a conscious balance of expectations and timelines
• Follows process checklists & collaboration process
• Organizes time effectively and utilizes self-management habits that lead to increased productivity
• Displays a positive attitude about the work to be done, co-workers, customers, management, and employer policies
• Asks for and uses feedback to improve performance
• Sets and maintains a conscious balance of expectations and timelines
• Follows process checklists & collaboration process
• Organizes time effectively and utilizes self-management habits that lead to increased productivity
• Displays a positive attitude about the work to be done, co-workers, customers, management, and employer policies
• Asks for and uses feedback to improve performance
• S