Technical Support Specialist

About the role

The Technical Support Specialist is primarily responsible for assisting PSI test takers with technical issues or questions relating to computer hardware or software inquiries, as well as general Q&A. Must be comfortable speaking with our candidates via phone as well as chat while providing exceptional and professional services. This requires the ability to navigate issues to resolution in a timely fashion whilst tracking all calls and chats via internal ticketing system.

Role Responsibilities

• Provide level 2 technical phone\chat\email support.
• Provide technical and application support for a variety of services for online test delivery.
• Investigates system problems and provides solutions using specific product knowledge, system utilities, and operating environment.
• Develop sound understanding of Technical Support operations and related applications and systems as well as business related processes and procedures.
• Takes ownership and responsibility of an issues from start through to a successful resolution.
• The duties requires that the Technical Support Agent receives and logs queries using some applications such as Zendesk, Anydesk and other TSR related applications.
• Develop technical knowledge of each system within company profile and specialized knowledge of certain nominated applications.
• Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices, and procedures.
• Participate in the Quality Assurance process of testing application releases.

Knowledge, Skills and Experience Requirements

• High school diploma or equivalent required.
• Bachelor’s degree preferred.
• Minimum of 1-3 years Technical Support experience.
• Excellent verbal and written communication skills.
• Experience with ZenDesk, AnyDesk, Cisco and any other TSR applications.
• Knowledgeable in MS Office applications installation, operation and support.
• PC hardware support knowledge.

Benefits & Culture

At PSI, our culture is to be transparent and fair. That’s why all of our roles have been benchmarked at a competitive rate against the local market they are based in. To be transparent all of our adverts now include the salary so you can see if we align with your expectations when looking for your next role.

In addition to a competitive salary, we offer a comprehensive benefits package and supportive culture when you join us. This includes:

• 401k/Pension/Retirement Plan - with country specific employer %
• Enhanced PTO/Annual Leave
• Medical insurance - country specific
• Dental, Vision, Life and Short-Term Disability for US
• Flexible Spending Accounts - for the US
• Medical Cashback plan covering vision, dental and income protection for UK
• Employee Assistance Programme

Commitment and understanding of work/life balance Dedicated DE&I group that drive core people initiatives A culture of embracing wellness, including regular global initiatives Access to supportive and professional mechanisms to help you plan for your future Volunteer Day and a culture of giving back to our community and industry through volunteering opportunities

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities