Technical Support Specialist

Accountable to provide technical support to a dedicated customer base. Seeks to resolve computer software and hardware issues while ensuring customer satisfaction.

Essential Duties and Responsibilities

The essential duties and responsibilities can include the following. However, other duties may be assigned.

• Communicate with customers via email, phone, and/or chat.
• Gather customer information and determine the issue by analyzing the symptoms.
• Troubleshoot and resolve customers technical issues.
• Maintain detailed and accurate documentation for all cases.
• Follow up with the customer on any open issues.
• Escalate advanced help requests as needed.
• Communicate technical information to non-technical customers in a coherent and polite way.
• Complete required training to stay current with system updates and changes.

Competencies

• Technical Capacity – ...