Technical Support Specialist

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Job Title: Technical Support Specialist

Department: Sterling Identity Tech Support

Position Type: Full-Time, Non-Exempt

Location: US Remote

About The Role:

As a Technical Support Specialist, you are the face of our organization. You will provide technical and process support to a wide variety of individual customers, Sterling clients, and technical partners. Sterling Identity prides itself on industry-best client support and seeks representatives with a strong dedication to customer engagement, follow-through, and issue resolution.

​Please Note: For compliance reasons, all personnel must be United States Citizens and have, for 3 of the past 5 years, resided in the United States OR worked for the United States overseas in a federal or military capacity OR be a dependent of a federal or military employee serving overseas.

This Is What You'll Do:

• Work closely with Field Operations, Strategic Operations, and Engineering to maintain client and partner relationships and resolve issues relating to Sterling Identity devices

• Resolve customer and partner inquiries via phone, email, and chat

• Create, monitor, and report on troubleshooting tickets

• Maintain and track communication across Sterling Identity network using proprietary software

• Participate in team meetings and internal product demonstrations

• Hardware repair, testing, and reporting

• Other related duties as assigned

This Is What We're Looking For:

Proven track record of success, consisting of:

• Two to five years customer service or technical support experience

• Certificate or Diploma in a relevant discipline; or an equivalent combination of education, training and experience.

• Excellent communication skills both verbally and written

• Ability to represent organization in a positive and professional manner

• Superior time management skills and strong attention to detail

• Strong desire to succeed and be able to work independently and as part of a team

• Excellent organizational and problem-solving skills

• Proficient in Microsoft Applications such as Outlook, Excel, and Word

• Willingness to learn and master new software and tools

• Strong ability to navigate through operating systems, internet and software easily

The salary range for this position is $17.00 to $18.50 per hour, or the minimum wage in your local market, whichever is greater. Base pay offered may vary depending on job-related knowledge, skills, and experience. In addition to base pay, this role is eligible to participate in the Annual Incentive Plan.  A full range of benefits including but not limited to medical, financial, unlimited sick time, 22 days’ vacation annually (for FT workers; prorated 1st year of employment), parental leave and other benefits are also provided. This information is provided per several state and local Equal Pay and Pay Transparency Laws. Base pay information is based on market location. Applicants should apply via Sterling’s internal or external careers site.

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Equal Employment Opportunities at Sterling 
Sterling is an equal opportunity employer and prohibits discrimination based on race, color, religion, creed, national origin or ancestry, ethnicity, sex (including pregnancy, childbirth or related conditions), gender identity and expression, age, disability, citizenship, sexual orientation, military service, genetic information, and any other characteristic protected by law. In addition, Sterling is committed to taking affirmative action to employ and to advance in employment individuals regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including pregnancy, childbirth or related conditions), gender identity and expression, age, marital status, disability, citizenship, sexual orientation, military service and genetic information; and to base all employment decisions only on valid job requirements.

Disclaimer
This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.