What are the responsibilities and job description for the Technical Customer Support Specialist position at CI Solutions?
As a Technical Support Specialist, you will be a part of our frontline support team made up of skilled Specialists. You will respond to customer requests over the phone or by email. Your work will be fast-paced and independent in nature as you will be expected to manage yourself and task to be available to respond quickly to customers. You will also be collaborative in nature, working together with other support team members to better serve our customer base!
Ideally, you have supported SAAS offerings, hardware, or similar offerings and you understand the challenges and rewarding nature of working through the barriers of customer communication.
Essential Responsibilities
The essential functions include, but are not limited to the following:
- Provide Level 1 product support to end-users
- Troubleshoot and assist customers via phone, web-based tools, and email;
- Ensure technical issues are thoroughly, accurately and efficiently solved;
- Research reported challenges and collaborate with senior technical support engineers to provide an excellent client support experience;
- Document all technical cases in support (like FreshDesk) ticketing tool;
- Perform the proper tasks for ID system step including installations, training, documentation and quality control procedures;
- Evaluate new and existing software with different operating platforms;
- Evaluate new and existing card printing hardware with different operating platforms;
- Perform other technical-related tasks as defined by the Technical Service Manager;
- Performing other duties as assigned
- Keep the set up area clean and organized
Minimum Qualifications (Knowledge, Skills, and Abilities)
- Bachelor's degree or equivalent schooling in a technical discipline
- Exhibit ability to troubleshoot technical problems related to drivers, software, hardware, and databases.
- 2 years technical customer service
- Exhibit patience in dealing and troubleshooting issues with all customers and respect for their time.
- Ability to thoroughly complete assigned tasks and projects.
- Ability to provide outstanding service to all customers.
- Ability to work independently with little supervision
Job Type: Full-time
Pay: $45,000.00 - $59,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Health insurance
- Paid time off
- Professional development assistance
- Referral program
- Tuition reimbursement
- Vision insurance
Schedule:
- 8 hour shift
Education:
- Associate (Required)
Experience:
- Technical support: 2 years (Required)
Work Location: In person
Salary : $45,000 - $59,000