Computer System Technical Support Specialist

About the Role

This is an exciting opportunity to join our team as a Technical Support Advocate. In this role, you will be responsible for providing technical assistance and support to our customers, partners, and colleagues.

You will work in a fast-paced environment, where you will be required to troubleshoot technical issues, provide feature explanations, and offer best practice guidance. You will also be expected to maintain system functionality, test computer components, and design and implement networks.

As a successful Technical Support Advocate, you will operate efficiently in this climate, maintain composure, exhibit professionalism, understand our services and team needs, and deliver the highest level of client satisfaction.

Responsibilities:

• Install, modify, and repair computer hardware and software systems.
• Resolve tickets representing staff-generated technical requests or problems and troubleshoot technical and process issues to maintain productivity.
• Maintain system functionality by testing computer components.
• Help design and implement networks.
• Consult with users to determine appropriate hardware and software needs and assist in placing orders.
• Maximize computer systems capabilities by studying technical applications and making recommendations.
• Test compatibility of new programs with existing ones.
• Gather data to identify and evaluate technical purchasing options.
• Confirm program objectives and specifications by testing new programs, comparing them with established standards, and making modifications.
• Evaluate vendor-supplied software by studying user objectives and testing software compatibility with existing hardware and programs.
• Install software and necessary applications for workflow.
• Train 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.
• Maintain system capability by testing computer components.
• Carry out software, network, and database performance tuning.
• Document hardware and software updates.
• Keep up to date on technical advancements by attending educational workshops, reviewing professional publications, and participating in professional societies.
• Prepare reference material for users by drafting operation instructions.
• Support other team members to ensure program success.

Requirements:

• Curious and authentic, just like us.
• An analytical and critical thinker, with an eye for even the most minute of details.
• Passionate about client satisfaction.

• Two 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.
• Possess 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.

Plus Requirements:

• Support the team by executing initiatives and collaborating on projects.
• Take initiative and identify areas of opportunity that you can contribute to help the team as it grows.
• Acquire valuable customer insights and share them with the rest of the team to improve the education and experience to create customers for life.
• Flexible work schedule.
• Possess passion for Customer Experience.
• A proven ability to work remotely as part of a team but also with little direction is highly desired.

Benefits:

• Private Health Insurance
• Training & Development