Technical Support Specialist I

About the role

The Technical Support Specialist I provides comprehensive and high-quality technical support to integrators, resellers and end users to troubleshoot and resolve i-PRO hardware and software product issues. This role ensures customer satisfaction by delivering prompt, efficient, and effective assistance via phone, email, and other communication platforms, while documenting and escalating issues as necessary.

Responsibilities

• Respond to inbound customer calls, emails, and chats to resolve technical issues related to hardware and software products.
• Thoroughly document troubleshooting steps, resolutions and customer interactions in the Helpdesk system to ensure clear and accurate records.
• Accept and resolve escalated technical support calls, collaborating with higher-level support or other departments as needed.
• Support Technical Support teammates via internal channels and knowledge platforms.
• Create, review, and submit internal knowledge articles to improve future troubleshooting efficiency and share best practices.
• Reproduce and resolve customer-reported software and hardware issues with direction from senior team members or supervisors.
• Provide clear, accurate, and professional communication to customers, ensuring technical confidence and trust throughout the resolution process.
• This position requires up to 0% travel.

Benefits

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