Technical Support Specialist, Tier 2

Spectrio empowers clients to transform their business locations into modern, dynamic destinations for customers and employees. Headquartered in Tampa, Florida, Spectrio serves more than 150,000 global client locations across industries including automotive, healthcare, and financial services. The company consistently ranks among the fastest-growing and largest companies in the Tampa Bay area and has been honored 11 times on the Inc. 5000. Spectrio’s digital signage software has received praise for its features and ease of use by reviewers on Capterra and G2, as well as multiple awards for creative content, technology, and innovation.

About the role

The Technical Support Specialist, Tier 2 is passionate about the Spectrio brand and products while providing technical support for end users. This position is open to external candidates in Florida, North Carolina, or Texas and offers the flexibility of remote work.

Responsibilities

• Provide technical support over the phone to end users.
• Comprehend and apply technical information, and present technical information to customers in a non-technical manner.
• Perform data entry duties, monitor, operate or coordinate and assist others in the operation of computer hardware, software, and peripherals.
• Utilize computer equipment, software and diagnostic tools to perform a broad range of computer operations assignments.
• Update supervisor on status of projects or technical issues.
• Assist with the creation and documentation of technical knowledge base for common issues experienced by end users.
• Perform other duties as assigned.

Requirements

• 2+ years of related experience with computers and providing customer service in a call center environment.
• A.S. in Computer Science preferred.
• Previous CRM and ERP experience preferred.
• Experience using NetSuite, Google Suite, and other basic computer related skills.
• Ability to effectively prioritize and execute tasks and adapt to change.
• Ability to work under pressure with interruptions and challenging deadlines.
• Must show aptitude and desire to learn new skills on the job.
• Analytical and problem-solving abilities.
• Team-oriented, collaborative and have a positive attitude.
• Strong customer-service orientation with ability to be courteous and helpful.

Benefits

• Remote work with a monthly Internet Allowance.
• Vacation/Personal Time (PTO) that accrues per pay period after 30 days of employment:
  • < 3 Years of Service: 15 days per year.
  • 3-5 Years of Service: 17 days per year.
  • 5+ Years of Service: 20 days per year.
• Paid Sick Leave: Up to 40 hours (5 days) per year.
• Company Paid Holidays: 10 observed holidays per year.
• Medical Insurance: Three plan options (Low HSA, Mid, and High Plans).
• Dental Insurance: High and Low PPO plan options.
• Vision Insurance.
• Basic Life Insurance: $50,000 policy, 100% employer-paid.
• Short-Term Disability: 100% employer-paid; covers 60% of weekly salary for up to 26 weeks.
• Voluntary Benefits: Optional purchase of Voluntary Life/AD&D, Long-Term Disability, Accident, Critical Illness, and Hospital Indemnity.
• Pet Benefits Plan.
• Employee Assistance Program (EAP): Confidential 24/7 support.