Digital Solutions Specialist

We are looking for a highly skilled technical professional to join our team as a Technical Support Associate. In this role, you will be responsible for providing hands-on technical troubleshooting, feature explanation, and best practice guidance for our product.

The technical support representative work environment is fast-paced and dynamic, with a focus on providing support to customers, partners, and colleagues. A successful Technical Support associate operates efficiently in this climate, maintains composure, exhibits professionalism, understands our services, Team needs, and delivers the highest level of client satisfaction.

• 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.

To be successful in this role, you will need:

• 2 years of technical support experience (including support on the user-facing end): Preferably supporting customers via email and chat.
• Experience in providing technical support: installing software and programs on a computer and/or phone; technical know-how to solve bugs, and resourcefulness to find solutions.
• Intermediate-level 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.
• Ability to work under pressure, meet deadlines, and work in a fast-paced environment.
• 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 with excellent grammatical accuracy.
• Ability to understand and explain complex and abstract concepts simply.
• 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.
• Ability to receive feedback and apply it quickly.
• Highly attentive to detail.
• Proficiency in navigating multiple resources and troubleshooting to find answers independently.
• Team-player mindset - you know your stuff but also enjoy sharing it with your peers and helping them succeed.

We want someone who is passionate about delivering exceptional customer experiences and has the skills and qualifications to succeed in this role. If you are a motivated and detail-oriented individual with excellent communication skills, we encourage you to apply.

We offer a competitive compensation package, flexible work schedule, and opportunities for professional growth and development.

This position is open to remote work arrangements. The ideal candidate will be able to work independently with minimal supervision and have strong organizational and time management skills.