Technical Support Specialist

The Technical Support person will manage remote communications devices in the field and work with customers and internal team to ensure functionality and reporting accuracy.

Duties/Responsibilities:

· Identifies, investigates, and resolves users’ problems with computer software and hardware.

· Fields support calls, chat, email, and/or other communication from users with inquiries regarding software reporting, connectivity, and similar concerns.

· Consults with users to determine steps and procedures taken to identify and resolve the problem.

· Applies knowledge of computer software, hardware, and procedures to solve problems.

· Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.

· Collaborates with other staff to research and resolve problems.

· Collaborates with programmers to explain errors and/or recommend modifications in programs.

· Arranges service to repair or replace defective products.

· Maintains knowledge of technology innovations and trends.

· Performs other related duties as assigned.

Required Skills/Abilities:

· Thorough understanding of computer software and hardware, including desktop computers, laptops, network devices, and peripherals.

· Excellent verbal and written communication skills.

· Excellent interpersonal and customer service skills.

· Professional and pleasant telephone manner.

· Ability to explain technical issues to technical and nontechnical employees and customers.

· Strong analytical and problem-solving skills.

· Proficient in Microsoft Office Suite or related software.

· Proficient with or the ability to quickly learn an array of computer hardware and software.

Education and Experience:

· At least two years of work-related experience with multiple software packages preferred.

· Tech Bootcamp, Associates, or Bachelors degree in related field helpful.

· Three or more years of experience in customer technical support highly preferred.

Physical Requirements:

· Prolonged periods sitting at a desk and working on a computer.