Technical Support Specialist

Primary Responsibilities:

· Respond to customer issues, and inquiries through phone, email, or chat. 

· The ability to prioritize and manage several different tasks at once

· Support partners and customers while providing first rate customer service 

· Improve partner and customer satisfaction by improving responsiveness and anticipating their needs

· Manage and solve platform issues using little to no supervision

· Proactively monitor and resolve issues with the platform

· Think critically to reproduce and resolve problem

· Document all aspects, including reproductions and resolutions within the support ticketing system

· Own escalated issues and drive them through to resolution by working with appropriate teams

· Work on-call after-hours support rotations as required

· Other duties as assigned

 Requirements:

· 2+ years of experience working in Technical Support.

· Ability to communicate clearly and effectively both verbally and in writing with customers and internal teams

· Strong analytical, problem solving and troubleshooting skills

· High level of self-motivation with a strong desire to solve problems and ability to multi-task following priorities and adhering to SLAs.

· Team player and Fast learner – New environment and processes

· Microsoft Windows operating system experience is helpful

 Desired Skills but not required

· Working knowledge of fax technology and/or telephony service