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
- Direct experience supporting customers by phone and email
- Experience troubleshooting complex issues
- SQL and Windows platform experience
- Ability to use SQL applications and tools to run basic queries
- Ability to follow ticketing procedures and document accurately
- Flexibility to work overnight Monday to Friday shift
- U.S. citizen required for Public Trust clearance
- Ability to obtain Public Trust clearance
Nice to have
- Customer-focused
- Detail-oriented
- Analytical
- Flexible
- Initiative
Day to day
- Provide technical support to technical and non-technical customers by diagnosing and troubleshooting complex software and network issues.
- Create resolve and maintain support tickets while escalating issues to the appropriate teams and verticals.
- Maintain accurate records in Salesforce and deliver timely customer service within service level agreements.