Dedicated Technical Support Specialist

At our company, we are looking for a technical support advocate to join our team. As a technical support advocate, 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 focused on providing support to customers, partners, and colleagues both in a fast-paced environment.

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.

• 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.

• A candidate who is passionate about delivering exceptional customer experiences and is proactive in identifying opportunities for growth and improvement.
• A team player who is comfortable working in a fast-paced environment and can adapt to changing priorities and deadlines.
• An individual who possesses excellent communication and interpersonal skills, with the ability to build strong relationships with colleagues and customers.
• A creative problem-solver who can think critically and develop innovative solutions to complex technical challenges.

• Opportunities for professional growth and development, with access to training and mentorship programs to help you achieve your career goals.
• A collaborative and supportive team environment, with regular feedback and coaching to help you excel in your role.
• A comprehensive benefits package, including medical, dental, and vision insurance, as well as paid time off and holidays.
• A fun and dynamic work environment, with regular social events and activities to foster teamwork and camaraderie.