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Technical Support Specialist

4 months ago

Chicago, United States 1WorldSync Full time

Description

Are you looking to advance a career in customer, service, and support? Do you have a knack for helping people and an eagerness to problem-solve? Want to be a member of a high-performing customer support center environment? Good news 1WorldSync is looking for a Technical Support Specialist to join our team.

1WorldSync is the industry leader in product content management. With approximately 600 employees across the US, Brazil, Canada, France, Germany, Portugal, Switzerland, and the UK, we're seeking a Technical Support Specialist to support our growing global team.

Reporting directly to our Technical Support Manager, the Technical Support Specialist will perform first level technical support services for all technology-based commercial services (customer facing solutions). This role will be responding directly to support queries from customers. The team follows a standardized approach to understand the needs of the customer and recommend the proper utilization of the best 1WorldSync solution or capability based on those needs. Using a step-by-step process, this role will guide the customer through problem resolution and/or functional training as appropriate.

As Technical Support Specialist at 1WorldSync, responsibilities include the following:

  • Ensure service is provided in accordance with 1WorldSync Service Desk Operating Procedures and adheres to defined Service Level Agreements
  • Actively seek to understand the customer's needs and/or the root cause of the current inbound request
  • Lead "voice of client" communication process with Product Management, to define requirements for product improvements and new features to grow and scale the business
  • Manage inbound requests from customers.
  • Resolve assigned customer inbound requests within established service levels and balancing workload
  • Monitor, balance, and help to resolve functional escalations from agents in partner locations.
  • Actively participate in the 1WorldSync Customer Community
  • Continuously strive to become subject matter expert in all 1WorldSync customer facing applications and internal service desk tools and technologies.
  • Own and drive both external client projects and internal projects to improve how we work including client upgrades, internal tools, and documentation
  • Perform quality assurance management and testing for clients
  • Follow established protocols to escalate appropriate requests to more advanced functions within the service model.
  • Provide after-hours support for priority incidents as needed

Required Skills and Experience:

  • Bachelor's degree or practical equivalent experience
  • 1+ years working in a client-facing technology role
  • 1+ years of experience in a call center environment or equivalent is required.

Desired Skills and Experience:

  • Proven problem solving skills and ability to communicate technical concepts to both technical and non-technical coworkers and clients
  • Proven ability to analyze data sets for both issue resolution and optimization
  • HTML, JavaScript, XML, CSS, and SQL knowledge a plus
  • Solid teamwork qualities and ability to work effectively in a matrix environment.
  • Excellent technology problem-solving skills.
  • Demonstrates 1WorldSync Core Values (Teamwork, Continuous Improvement, Humility, Integrity) in Action

Benefits:

  • Incredible health benefits (FSA and HSA options), with dental and vision coverage.
  • 401(k) plan with employer match.
  • Paid time off as well as company holidays, volunteer time off, sick time, bereavement leave, and 12 weeks of fully paid parental bonding leave.
  • Short and long term disability and life insurance.
  • Additional optional benefits, including a comprehensive legal plan, pre-tax parking and transit accounts, critical illness insurance, accident insurance, identity theft prevention, tuition reimbursement, and pet insurance.

Additional Details:

  • This is a hybrid position that requires 3 days per week at our Chicago headquarters location.
  • This role requires the candidate to have the authority to work in, and be located in the US.

1WorldSync is an Equal Opportunity Employer and is committed to providing employees and applicants with an environment free of discrimination and harassment. All employment decisions at 1WorldSync are based on business needs, job requirements, and individual qualifications. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, gender identity, sexual orientation, national origin, family or parental status, veteran or disability status, or any other status protected by the laws or regulations in the locations where we operate.

Americans with Disabilities Act (ADA)

1WorldSync will provide reasonable accommodations during the application process upon request as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact us at [email protected].