Technical Support Specialist
6 days ago
Job Description:
The role of Technical Support Advocate is a dynamic position that requires strong technical skills and exceptional communication abilities. As a key member of the support team, you will be responsible for providing expert-level technical assistance to customers via various channels.
Key Responsibilities:
- Install, modify, and troubleshoot computer hardware and software systems.
- Resolve complex technical issues and troubleshoot process problems to maintain productivity.
- Test and maintain system functionality by testing computer components.
- Collaborate with users to determine appropriate hardware and software needs and assist in placing orders.
- Maximize computer system 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 various tutorial channels, including self-guided training videos, user manuals, and digital instruction pages.
- Maintain system capability by testing computer components.
- Perform software, network, and database performance tuning.
- Document hardware and software updates.
- Stay 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.
Required Skills and Qualifications:
- Critical thinking and analytical skills, with attention to detail.
- Strong problem-solving and conflict resolution skills.
- Excellent written and verbal communication skills.
- Ability to thrive in a dynamic and evolving environment.
- Metrics-driven approach to customer interactions.
- Native or near-native written and spoken English.
- Ability to properly understand and convey tone via written communications.
- Creative problem-solving skills.
- Impeccable judgment and decision-making skills.
- Lots of empathy and a genuine care for customers.
- Proactive attitude and ability to work with limited supervision.
Benefits:
- Private health insurance.
- Training and development opportunities.
Plus Requirements:
- Support the team by executing initiatives and collaborating on projects.
- Take initiative and identify areas of opportunity to contribute to the team's growth.
- Acquire valuable customer insights and share them with the team to improve education and experience.
- Flexible work schedule.
- Passion for customer experience.
- Ability to work remotely as part of a team but also with little direction.
Keyword: Technical
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