Technical Support Specialist
Position Summary
J. J. Keller is looking for a Technical Support Specialist to join our Technology Solutions team! J. J. Keller was founded over 70 years ago and we provide over 90% of the Fortune 1000 companies with solutions and expert insights to help create safe work environments and simplify the complexities of compliance. With over 7 million employers in this country, the need for our solutions is always growing. The Technical Support Specialist provides high quality support to external and internal clients for cloud-based applications and hardware. This includes assisting clients in the resolution of reported issues, maintaining documentation of all support calls, and providing internal client support as needed.
Job Responsibilities
- Provides client support for any Technology Solutions products/services via phone, email, chat, etc.
- Meets department metrics for number of calls, resolution time etc.
- Provides guidance to customers on the use of software applications and hardware devices.
- Independently analyzes and resolves support issues in line with knowledge level. Follows proper troubleshooting steps, asks clarifying questions, and discovers underlying causes of issue.
- Follows escalation procedures to provide a seamless customer experience and allows the team to effectively resolve customer inquiries.
- Tracks all client interactions including contacts, suggestions and resolution to issues in tracking software.
Qualifications
- High School Graduate or General Education Degree (GED).
- 1+ year of customer service experience, preferably in a high-volume, service environment.
- Experience supporting mobile applications or cloud-based applications a plus.
- Ability to learn and utilize a variety of software applications.
- Experience with smartphone applications.
- Strong technical aptitude and interest.
Other Requirements
- Proficient in the use of a PC and able to flow seamlessly between multiple systems and applications.
- Ability to utilize a variety of applications and connected devices.
- Commitment to providing outstanding client service.
- Quality minded and detail oriented.
- Ability to work in a fast-paced environment.
- Strong problem-solving skills.
- Professional communication skills in a variety of channels such as phone, email, chatrooms, etc.
- Empathy and de-escalation skills.
Work Environment
Work is performed primarily in a standard office environment. Work involves operation of personal computer equipment for extended periods of time.
Pay & Benefits
- Starting pay of $22/hr.
- 17 days of PTO annually + 8 Paid Company Holidays + 1 Paid Floating Holiday
- Annual Reviews + Merit Increases + Quarterly Bonus Program
- New Hire On-the-Job Training
- Career Growth Opportunities
- Medical + Dental + Vision Insurance
- Free Onsite Wellness Clinic for those associates near our corporate office
- Free onsite fitness center + access to FLEX by Fitness on Demand providing 24/7 access to online workout and wellness programs
- 401(k) with Employer Match + Company-funded Profit Sharing
Schedule
M-F 9:30am-6:00pm CST
Work Options
In Office / Partial Remote from Neenah/Appleton/Oshkosh area
Employment Type
Full-Time