Technical Support Specialist

Responsibilities

• Monitor all mailbox(es) the team has access to and handle appropriately
• Troubleshoot, document, and resolve customer inquiries via e-mail and phone, providing support for installation and usage of all AMB applications and services
• Document in detail, follow-up and review all cases (for accuracy and reporting purposes) entered in the internal tracking system (Salesforce) and ensure they are being resolved in a timely manner
• Communicate with management and other departments as needed to resolve escalated cases
• Review internal documentation/databases related to product enhancements and updates, as needed
• Navigate and recognize and recommend product improvements while reviewing case details
• Participate in the onboarding project and ad hoc projects as needed

Qualifications

• A high school diploma required
• 2 - 4 years prior help desk and/or customer service experience required

Skills

• Ability to work independently yet collaborate in a team environment
• Ability to handle multiple priorities and projects simultaneously
• Excellent communication and interpersonal skills (written and verbal)
• Demonstrated ability to translate technical information to a non-technical audience
• Maintain a positive work environment by acting and communicating in a professional, courteous, respectful, ethical manner with customers, clients, coworkers and supervisors
• Strong computer skills, including MS Word and Excel and familiarity with various operating systems
• Have an aptitude for technology and enjoy problem solving
• Able to meet deadlines and manage expectations on a daily basis

Pay

Paid time off/Paid company holidays

Schedule

Flexible and hybrid work arrangements

Benefits

• Medical plan options/prescription drug plan
• Dental plan/vision plan options
• Flexible spending and health savings accounts
• 401(k) retirement savings plan with a Roth savings option and company matching contributions
• Educational assistance program