Web Customer Support Specialist

Responsibilities

• Provide technical support and guidance on user interface, browser, hardware, and software issues.
• Troubleshoot and resolve technical service and equipment problems by analyzing and diagnosing faults using established procedures.
• Maintain a knowledge database and call tracking database to improve problem resolution quality.
• Cook with the Help Desk to ensure effective resolution of external customer inquiries.
• Work collaboratively in a team environment, sharing information and assisting colleagues with calls.
• Provide feedback to the Web development team for site improvements based on customer feedback.
• Occasionally lead projects and mentor junior technical staff.

Requirements

• Bachelor’s Degree in Computer Science, Information Systems, or related field, or equivalent work experience.
• Minimum of 3 years IT work experience in PC or client/server platform, network, or systems administration within relevant computing environments.
• Intermediate professional level competence, able to work on projects of medium to high complexity.
• Strong customer service skills and ability to interface effectively with external customers.
• Excellent problem-solving and troubleshooting abilities.
• Ability to work collaboratively in a team setting and occasionally lead projects.