Technical Support Specialist

Technical Support Specialist Job Description

Job Summary: The Technical Support Specialist is responsible for providing expert technical assistance to customers, ensuring they receive timely and accurate solutions for complex technical issues. This role involves troubleshooting, diagnosing, and resolving problems related to the Acom Integrated Solutions’s products and services, including hardware, software, and network systems. The Technical Support Specialist works closely with both customers and internal teams, including Customer Care Representatives (CCRs) and senior technical staff, to escalate and resolve issues that require specialized technical knowledge. With a focus on customer satisfaction, the Technical Support Specialist plays a critical role in maintaining high service standards while contributing to continuous improvement efforts through feedback and technical insights.

Supervisory Responsibilities: None

Duties/Responsibilities:

• Manage large amounts of incoming calls
• Provide advanced technical assistance to customers via phone, email, or chat.
• Troubleshoot and resolve complex hardware, software, and network issues.
• Diagnose technical problems and offer step-by-step resolutions to customers.
• Identify and assess customer's needs to achieve satisfaction
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/customer service team sales targets and call handling quota
• Document customer interactions, technical issues, and resolutions accurately.
• Follow communication procedures, guidelines and policies
• Collaborate with internal teams to address escalated technical issues.
• Maintain up-to-date knowledge of the company’s products and services.
• Educate customers on product usage and best practices to prevent issues.
• Escalate unresolved technical issues to senior technical staff or management.
• Maintain a high level of customer satisfaction while resolving technical concerns.

Skills and Qualifications:

• Strong knowledge of hardware, software, and network troubleshooting techniques.
• Familiarity with diagnostic tools and remote troubleshooting software.
• Strong phone contact handling skills and active listening
• Excellent communication skills, both written and verbal, to explain complex technical concepts.
• Ability to work independently and as part of a team to resolve technical issues.
• Strong problem-solving and analytical skills to diagnose and resolve technical problems quickly.
• Customer-focused attitude with a proven ability to handle difficult technical issues with patience and professionalism.
• Experience with CRM or helpdesk software systems and practices.
• Relevant technical certifications (e.g., CompTIA A , Network , or MCITP) are a plus.
• Ability to manage multiple priorities and handle high-pressure situations effectively.
• Must be able to pass a background check and drug screen

Education and Experience:

• High school diploma or equivalent experience required
• Associate’s or bachelor’s degree in computer science, IT, or related field preferred.
• Minimum of 2 years of experience in technical support or IT-related role.

Physical Requirements:

• Prolonged sitting at a desk
• Must be able to type for prolonged periods of time

Additional Information:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

This is not an exhaustive list of tasks and responsibilities and is subject to change at any time without notice.

Job Type: Full-time

Pay: $17.00 - $20.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Compensation Package:

• Hourly pay

Schedule:

• 8 hour shift

Ability to Relocate:

• Columbus, GA 31906: Relocate before starting work (Required)

Work Location: In person

Salary : $17 - $20