Technical Support Specialist
Skills
SQLAnalytical SkillsCustomer ServiceDocumentationProject ManagementRequirements GatheringSoftware Development Life Cycle
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Customer support experience
- Customer-focused and ability to understand expectations
- Direct experience supporting customers as a primary contact or lead using phone and email
- Experience troubleshooting complex issues
- SQL and Windows platform experience
- Able to work overnight Monday-Friday shift from 11pm-8am CST with a meal break
- Able to work an 8/9-hour Monday-Friday shift from 8am-5pm CST for the first 3 months of onboarding
- U.S. citizen required
- Able to obtain Public Trust clearance
- Travel 10% of the time
Nice to have
- Excellent communicator
- Detail oriented
- Flexible
- Initiative
- Team player
Day to day
- Provide technical support to technical and non-technical customers by diagnosing troubleshooting and debugging complex software and networked systems
- Handle frequent phone and email interactions while resolving issues creating tickets and escalating cases when needed
- Maintain accurate Salesforce records and deliver responsive customer service within service level agreements
Hiring process
- Submit application
- Interview process with hiring team
- Background screening for Public Trust clearance