Technical Support Specialist

OptimumCX - Reno, NV1.6

General Description:
The Technical Support Specialist will provide exceptional customer service experience to small businesses currently defined as under 1000 monthly recurring revenue, located primarily in North America. This enterprises-level assistance will be to provide our Clients VoIP telephone customers. Able to diagnose and troubleshoot software and hardware problems and help the customer install applications and programs on their VoIP telephones. The Technical Support Specialist responsibilities include resolving network issues, configuring VoIP telephone systems and using remote desktop connections to provide immediate support. You will use phone, email and chat applications to give customers quick resolutions to issues they encounter with their systems. All troubleshooting tickets must be accurately entered into our Clients Salesforce, CRM application. Case submissions are via Web Portal and or Client Internal Escalations. Telephone (Inbound, Outbound, and Transfers) should define a percentage of each and what calls are considered transfers, chat VO Technical Agent take chat. To excel at this position you should be a natural helper, enjoy assisting people with technical issues and are able to explain technical details in a simple matter of fact manner. Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical issues.

The Technical Support Specialist Primary Job Functions:
Research and identify solutions to software and hardware issues

Diagnose and troubleshoot technical issues, including account setup and network


Ask customer targeted open-ended questions to quickly understand the root of the


Track computer system issues through resolution, within agreed time limits

Talk the customer through a series of actions, either via phone, email or chat, until their

technical issue has been resolved

Properly escalate unresolved issues to appropriate internal teams (e.g. software


Provide prompt and accurate feedback to the customer

Refer to internal database or external resources to provide accurate technical solutions

Ensure all issues are properly logged into the appropriate data base

Able to prioritize and manage several open issues at one time

Follow up with the customer to ensure their IT systems are fully functional after


Prepare accurate and timely reports

Document technical knowledge in the form of notes and manuals

The Technical Support Specialist Requirements:
Must be at least 18 years of age

Must have a HS Diploma/GED

Must be able to pass a background check

Able type a minimum of 30 WPM

Technical/Customer Service Experience 1-2 years

Punctuality (Good Attendance)

Professional Demeanor

Computer Skills

Detailed Oriented

Ability to provide step-by-step technical help, both written and verbal

Ability to provide responses to customers with little technical knowledge

Ability to diagnose and troubleshoot basic technical issues

Good understanding of computer systems, mobile devices and other tech products

Strong communication skills both verbal and written

Strong reading and comprehension skills

Strong analytical skills, able to multitask

Solid experience in problem solving and resolution skills

Able to work in a fast pace call center environment

The Technical Support Specialist Desired Skills:
Proven work experience as a Technical Support Specialist, Desktop Support Engineer, IT Help Desk Technician or similar role

Company Offers:
Full time work hours

Paid training

Opportunity to earn bonuses

Advancement/career opportunities (WE PROMOTE FROM WITHIN) 85% of our current managers have been promoted into their current positions

Benefits offered after completion of 60 consecutive work days

Ask about our exciting new on site market and how you can receive lunch on us

Physical Demands:
Must be able to remain in a stationary position for long periods of time, constantly operates a computer, telephone and other office equipment as needed.

This job description is not intended as a contract of employment, OptimumCX, LLC is an at will employer which means; the employer may terminate the employment relationship with an employee at any time, for any reason, with or without cause or notice. At the same time an employee may end their employment relationship at any time, for any reason, with or without cause or notice.

Nothing in this job description restricts managements right to assign or reassign duties and responsibilities to this job at any time; this description reflects managements assignment of essential job functions, it does not proscribe or restrict the tasks that may be assigned. This job description may be subject to modification and/or change at any time.