Technical Support Specialist

Responsibilities

• 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

Requirements

• 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