Technical Support Specialist

Description

• Provide first level technical support for customer software applications.
• Sign into the email, phone, and chat queues and take calls, chats or emails as assigned and respond to customer requests in a timely and accurate manner.
• Initiate, update, track and close tickets through work order system.
• Complete and maintain all required paperwork, records, documents and tech support logs according to established procedures.
• Recognize, document and alert the supervisor of trends in customer calls and issues.
• Escalate complex issues to appropriate staff.
• Basic understanding of Windows folder and registry structure
• Recommend process improvements.
• Manage the Phone Client to ensure calls and emails are answered promptly.  Be accountable and responsible for procedures, cases and work assigned.
• Maintain a backlog of no more than 15 active cases (new, in progress, waiting on customer)
• Educate customers to be experts on TCS products.
• Cultivate a team environment with a fun and positive attitude.

• Associates Degree in Computer Science or related field. (Preferred)
• Minimum of 2 years computer and software service experience in a fast-paced business environment. (Preferred)
• Minimum of 1 years supporting customer applications via phone in technical help desk environment.
• Skilled in Microsoft Office suite (Outlook, Word, Excel, CRM, etc.)
• Demonstrated ability to work inter-departmentally to accomplish objectives
• Ability to understand customer problems and know when to ask clarifying questions.
• Ability to identify complex computer problems, analyze them, and solve them.
• Ability to describe technical information in a way that a nontechnical person can understand.
• Strong writing skills in preparing instructions, email and chat responses.
• High capacity to learn and adapt to changing technologies and service.
• Demonstrated ability to work effectively in a mixed mode (onsite, remote or hybrid) environment, including consistent use of video conferencing, collaboration tools, and proactive communication practices while maintaining a professional on-camera presence