Technical Support Advocate

Job Description

Our organization is looking for a skilled and experienced Technical Support Specialist to join our team. In this role, you will provide technical assistance and support to customers, partners, and colleagues in a fast-paced environment.

As a Technical Support Specialist, you will be responsible for troubleshooting technical issues, providing feature explanations, and offering best practice guidance for our product. You will also work closely with other teams to ensure program success and help design and implement networks.

Key Responsibilities:

• Installs, modifies, and makes minor repairs to computer hardware and software systems.
• Resolves tickets representing staff-generated technical requests or problems and troubleshoots technical and process issues to maintain productivity.
• Maintains system functionality by testing computer components.
• Helps design and implement networks.
• Consults with users to determine appropriate hardware and software needs and assists in placing orders.
• Maximizes computer systems capabilities by studying technical applications and making recommendations.
• Tests compatibility of new programs with existing ones.
• Gathers data to identify and evaluate technical purchasing options.
• Confirms program objectives and specifications by testing new programs, comparing them with established standards, and making modifications.
• Evaluates vendor-supplied software by studying user objectives and testing software compatibility with existing hardware and programs.
• Installs software and necessary applications for workflow.
• Trains users on new software in person or through a variety of tutorial channels, including self-guided training videos, user manuals, and digital instruction pages, often in collaboration with technical writers.
• Maintains system capability by testing computer components.
• Carries out software, network, and database performance tuning.
• Documents hardware and software updates.
• Keeps up to date on technical advancements by attending educational workshops, reviewing professional publications, and participating in professional societies.
• Prepares reference material for users by drafting operation instructions.
• Support other team members to ensure program success.

Required Skills and Qualifications

Experience working in a dynamic and evolving environment is essential. The ideal candidate should have excellent analytical and critical thinking skills, as well as the ability to thrive in a fast-paced environment. A strong background in technical support, customer service, and problem-solving is required.

Additionally, the following skills are preferred:

• 2 years of technical support experience: Preferably supporting customers via email and chat.
• Experience in providing technical support: installing and uninstalling apps from phones and computers.
• General knowledge of how web-based and mobile apps work.
• Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations.
• Ability to thrive in a dynamic and evolving environment – must be adaptable.
• Metrics-driven and proven ability to handle a high volume of customer interactions.
• Strong conflict resolution skills and even temperament in challenging situations.
• Native or near-native written and spoken English.
• Ability to properly understand and convey tone via written communications.
• Creative problem-solving skills.
• Impeccable judgment – the ability to make fact-based decisions that support desired outcomes, particularly in ambiguous situations.
• Loads of empathy – you genuinely care.
• Proactive attitude and ability to work with limited supervision.

Benefits

Our organization offers a comprehensive benefits package, including:

• Private Health Insurance.
• Training & Development.

Others

We value diversity and inclusion in the workplace and welcome candidates from all backgrounds. We offer a flexible work schedule and opportunities for growth and development within the company. If you are passionate about delivering exceptional customer experiences and possess the required skills and qualifications, please submit your application.