Technical Support Specialist

Are you ready for a career that lets you shine?

• The ideal candidate will be an analytical and critical thinker with excellent problem-solving skills.
• They will have the ability to work in a fast-paced environment, remain composed under pressure, and provide top-notch support to our customers, partners, and colleagues.

This position involves providing technical assistance to our customers, partners, and colleagues. The successful candidate will be responsible for resolving technical issues, troubleshooting problems, and ensuring that our systems are functioning efficiently.

• Installs, modifies, and repairs 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

• 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.

• Private Health Insurance
• Training & Development

• A team player who is passionate about delivering exceptional customer experiences.
• Someone who can think critically and solve complex problems.
• An individual who is adaptable and able to thrive in a fast-paced environment.
• A strong communicator who can effectively convey information to customers and colleagues.
• Someone who is proactive and able to work independently.
• A creative problem solver who can find innovative solutions to complex issues.