Technical Support Specialist
Skills
Analytical SkillsDatabasesDebuggingDocumentationRelativityScreeningService-Level Agreements
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- U.S. citizen
- Obtain Public Trust clearance
- Customer support experience
- Customer-focused with strong understanding of expectations
- Direct customer contact via phone and email
- Experience troubleshooting complex issues
- SQL experience
- Windows platform experience
- Ability to work overnight Monday to Friday 11:00 PM to 8:00 AM CST
- Able to work first 3 months 8:00 AM to 5:00 PM CST
- Travel 10% of the time
Nice to have
- Analytical skills
- Detail oriented
- Customer focused
- Flexible schedule
- Initiative
Day to day
- Provide technical support to technical and non-technical customers by diagnosing and troubleshooting complex software and networked systems
- Create resolve and maintain support tickets while escalating issues to other teams when needed
- Use SQL and Windows knowledge to investigate incidents maintain accurate Salesforce records and deliver responsive customer service