Description:
To ensure success as a Customer Support Specialist, you should have experience supporting hardware and software systems, high-level interpersonal skills, and the ability to triage complex IT issues. Ultimately, a top-notch Support Specialist can easily identify and solve technical issues on-site and via remote access.
Key Accountabilities
We are looking for a motivated, professional, and innovative colleague that combines an extensive knowledge of networking systems with strong customer orientation. As a Customer Support Specialist, you are responsible for:
- First point of contact responding to technical support tickets, chats and other engagement procedures.
- Talking directly to the customer to determine the nature of the technical issue.
- Identifying the nature of the hardware, software, or networking issue.
- Providing the customer with resolution choices.
- Providing assistance while Installing new hardware systems, software upgrades, or networking communications.
- Providing some technical or operational training.
- Documentation of issues and case resolutions.
- Working with engineering when escalating technical issues / cases.
- Creating and editing knowledge base articles, ensuring our library of known issues and resolutions is up to date. Participate in KCS guidance.
- Collaborating on internal and external process optimization and improvement.
- Providing RMA / Warranty Parts Order Submissions and following up on fulfillment
- Triaging these tickets to appropriate SMEs for action and ensuring timely response to customers
- Interfacing with Engineering, Hardware, Product Management and other teams for:
- Reporting bugs, resolving incidents, support escalations
- Managing update and upgrade rollouts and schedules
- Intake of feature requests
- Acting as a voice of the customer in meetings
Skills/Qualifications
- Looking for a tech-savvy person to be able to understand technical concepts around our product and our customer’s requirements, and align the two
- 3+ years experience in a technical support related function.
- Required passion and empathy to understand your customers and deliver to their needs
- Previously demonstrated leadership qualities that show your ability to be assertive, be a problem solver, be a builder, and improve people & processes around you.
- Strong creative, strategic, analytical, organizational, and relationship skills
- Strong oral and written communication skills
- Prior experience in tech support, desktop support, or a similar role.
- Experience with remote desktop applications and help desk software.
- Excellent problem-solving skills.