Dedicated Technical Support Specialist

We are looking for a dedicated technical support professional to join our team.

• Provide hands-on technical troubleshooting, feature explanation, and best practice guidance for our product.
• Work in a fast-paced environment providing support to customers, partners, and colleagues.

A successful candidate will operate efficiently in this climate, maintain composure, exhibit professionalism, understand our services, team needs, and deliver 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.
• Supports other team members to ensure program success.

To be successful in this role you must have:

• At least 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.

• 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.
• Passion for Customer Experience.
• A proven ability to work remotely as part of a team but also with little direction is highly desired.

• Private Health Insurance.
• Training & Development.