As an entry level Technical Support Specialist, you will provide Tier 1 support to our customers via phone, email, and computer chat. With each phone triage you will be expected to ask appropriate questions and use the knowledge and resources we provide you to diagnose and resolve our clients' issues. You will also work closely with Tier 2 support and escalate issues that extend beyond Tier 1 for review.
Key Responsibilities
- Manage Help Desk tickets in a timely manner
- Respond to client issues via phone, email, and computer chat
- Accurately document client interactions
- Run diagnostics to resolve reported issues
- Escalate issues to the Tier 2 support team
- Monitor and schedule preventative maintenance service calls
- Follow up with clients to ensure issues are resolved and tickets are closed
- Ship replacement parts as needed to field technicians
- Process Time and Material charges
Qualifications, Experience, Skills, Competencies
- Work in a fast-paced environment, with a demonstrated ability to meet deadlines and service level agreements.
- Attention to detail and ability to multi-task talking to customers while performing technical computer work.
- Work with diverse groups and individuals to set goals, establish priorities, and solve complex problems.
- Mature, self-motivated, and professional with excellent written and verbal communication skills
- Strong problem solving and analytical abilities while working independently.
- Strong commitment to quality customer service
- Regularly demonstrates initiative in supporting the customer outside of expected job assignments.
- Ability to follow and improve existing and new processes and procedures.
- Proficiency and Experience with Microsoft Office products
- Ability to manage multiple tasks and priorities.
- Strong analytic and problem-solving skills
- Candidates must also be able to work assigned shifts.
- Provide responsive, timely support to all end-user questions and support requests.
- Answer the support help line, resolve the problem, document in a resource database and ensure follow-through if the call is passed to another person.
- Maintain service level agreements on response turnaround. Set end-user expectations for resolution time and communicate changes in status as necessary.
- Work closely with other team members to ensure clear communication on outstanding issues and user problems. Work as a team to distribute outstanding support problems and/or requests to even workload, establish priorities and meet deadlines
Job Type: Full-time
Pay: $21.50 - $22.50 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Experience:
- high volume call center: 1 year (Required)
- Banking: 1 year (Preferred)
- Data entry: 1 year (Preferred)
Language:
Work Location: Hybrid remote in Mebane, NC 27302
