Technical Customer Support Specialist

MissionStaff specializes in delivering top-tier talent in Technology, Creative, and Marketing, as well as the Business Services that support these teams. Serving companies ranging from mid-sized enterprises to the Fortune 500, we build lasting relationships with talent and clients to power career opportunities and business. We are currently filling the following contract role with our client.

• Please note that we do not accept unsolicited resumes from third-party recruiters or agencies. Additionally, candidates must be U.S. citizens or Permanent Residents to be considered for this position.
  
  

We are seeking a Technical Support Specialist to provide exceptional technical assistance to customers before and during live web-based test administrations. The ideal candidate will develop in-depth knowledge of our products and use this expertise to troubleshoot and resolve technical issues, ensuring a smooth and efficient customer experience.

Responsibilities

• Provide technical support via phone and email for web and cloud-based exam software.
• Respond promptly to technical inquiries, troubleshooting software, browser, and connectivity issues.
• Manage incidents during test administrations, ensuring timely investigation and resolution.
• Answer questions about test administration procedures and best practices.
• Collaborate with IT, vendors, and cross-functional teams to address and resolve technical problems.
• Document support interactions and track issues to resolution.
• Review test day incident reports, triage problems, and follow up as needed.
• Conduct user acceptance testing for software updates and participate in system testing.
• Analyze and recommend improvements to support processes.
• Capture and act on customer feedback to enhance the support experience.
• Participate in rotational on-call support, including off-hours and weekend shifts.
  
  

Qualifications

• 3 years of experience in customer and technical support, preferably in a SaaS or web-based environment.
• Strong analytical and problem-solving skills with attention to detail.
• Proficiency in troubleshooting on Windows, Mac OS, and iPad iOS platforms.
• Familiarity with web browser and connectivity troubleshooting.
• Experience with Salesforce or similar CRM systems and SnagIt or screen capture tools.
• Effective verbal, written, and organizational skills, with the ability to manage time efficiently.
• Ability to quickly learn new software and adapt to technology changes.
• Capable of working both independently and collaboratively in a team setting.
• Flexible to work early mornings, evenings, and weekends as required.
  
  

MissionStaff is committed to fostering, cultivating, and preserving a culture of diversity, equity and inclusion. MissionStaff provides equal opportunities for all employees and job applicants, regardless of any legally protected factors. We have adopted and will continue to follow lawful policies and practices in all aspects of employment, including recruiting, hiring, evaluation, promotion, training, discipline, compensation, and termination. At MissionStaff, we’re not just innovators in staffing; we’re champions of diversity, equity, and inclusion. We celebrate diversity because it helps make our employees and the clients we serve stronger and more successful.