Technical Customer Support Specialist

5 months ago

Indian Trail, United States Trusted Security Solutions Full time

Technical Customer Support Specialist 

 

Trusted Security Solutions (TSS) provides ATM key management solutions to help financial institutions manage their ATM fleets more efficiently. Our products combine a number of custom software components and off the shelf hardware to deliver a world class solution. Our customers are located across the globe but our team services them remotely from our Charlotte, NC office.


TSS is a stable business whose rich history in the industry dates back to 1998 as a pioneer of digital ATM key management systems. We're preparing our company for success over the next 25 years by constantly looking to improve how we operate and deliver to our customers. Our organization is focused on developing a healthy environment for our employees to thrive while creating new opportunities for our team and customers through growth. 

 

As a small business, all employees of Trusted Security Solutions will work to create an environment where our team can succeed and deliver successfully to our customers. Each team member is expected to do the following: 

 

  • Be a supportive and amicable member of our team willing to support others whenever needed 
  • Present yourself professionally to our customers to reinforce their confidence in our company 
  • Effectively and efficiently communicate information or concepts with our team and customers 
  • Help keep our clients, projects, and initiatives organized, documented, and on schedule 
  • Support the growth and development of the company through support of sales and marketing  
  • Provide support to our customers and help identify issues and potential solutions  

 

The role of Technical Customer Support Specialist centers around 3 main areas of competency as outlined below. 


Lead Customer Support Activities 

  • Respond to inbound customer issues and requests per our standard SLA timelines 
  • Lead calls with customers to clarify details and help identify root causes of issues 
  • Review application logs to analyze root causes for issues and provide recommendations for solutions 
  • Support new installations and upgrades for customers with technical knowledge and troubleshooting 
  • Escalate issues that require support from the greater team for further discussion 


Create and Maintain Documentation 

  • Ensure customer issues are recorded in our support ticketing system and prioritized correctly 
  • Update tickets with progress and learnings throughout the resolution process 
  • Close support tickets when customer deems the issue resolved or due to customer inactivity 
  • Create and update internal documentation to aide in future troubleshooting activities when appropriate 
  • Document instructions or process for customers to clearly identify how to resolve issues 


Inventory and Equipment Management 

  • Configuration and updates of hardware like Windows servers and Thales HSMs 
  • Manage shipping and receiving of equipment to customers as necessary 
  • Document and track inventory of specialized equipment 
  • Review updated documentation and notices from vendors 


Qualifications and Requirements 

  • 5+ years experience in full time professional role 
  • 3+ years experience in similar role 
  • Excellent interpersonal and communication skills 
  • Strong troubleshooting and problem solving capabilities 
  • Expertise with a wide array of Operating Systems including Windows Client, Windows Server, Windows on Windows and Linux 
  • Experienced with installation and configuration of SQL Server Express 
  • Understanding of SQL Select/Insert/Delete query syntax and availability groups 
  • Understanding of TCP Networking concepts like IP addressing, IP subnetting, and routing 
  • General knowledge of networking hardware like switches, routers, firewalls, hubs, and cables 
  • Knowledge of basic computing hardware components like CPU, RAM, Motherboard, SSD 
  • Experienced with Windows installer and general software installation processes 
  • Well versed in User Access Controls as it relates to elevated and non-elevated states 
  • Understanding of Access Control Lists for directories and files  
  • Proficient in management of Windows device drivers 
  • Basic awareness of IO concepts related to disk, memory, and networks 
  • Exposure to SysInternals tools exposure 
  • Awareness of IIS websites and application pool concepts 


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