Product Support Specialist Tech 1

Position Summary:

We are looking for a customer service oriented Technical Product Support Specialist to provide technical support to users in an efficient and accurate manner. You will be considered as the company’s front line and you will solve basic to complex technical software and hardware problems for our software as well as third party software. The goal is to make sure that customer value is maintained to the standards set forth by the company.

Essential Job Functions & Duties:

• Provide telephone support to end-users experiencing technical difficulties
• Troubleshoot, diagnose and resolve technical hardware and software issues remotely
• Research end-user questions
• Guide, with confidence and composure, end-users through corrective measures
• Identify and escalate support situations requiring urgent attention
• Track and route support requests via computerized ticketing system; thoroughly document resolutions
• Prepare activity reports
• Stay current with product upgrades, system information, and business updates

Knowledge Skills and Abilities:

• Excellent oral communication and organizational skills
• Determination to deliver superior customer service
• Ability to understand, troubleshoot and resolve technical issues
• Strong knowledge of Microsoft Office & Windows (Windows Operating Systems: XP, 7 & 10; Windows Remote Desktop application)
• Ability to communicate with diverse audiences
• Understanding of mid-high level technical concepts
• Bilingual!

Education:

• AAS or BS – Computer Science, Computer Engineering Technology or similar field (equivalent background experience will be considered)
• Microsoft A+ or other computer certifications highly desired
• An understanding of automotive technology or medium/heavy-duty mechanics is a plus

Experience

• 2 years of IT or technical help desk and/or PC support experience highly preferred