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Technical Support Specialist

4 months ago

Plant City, United States The Construction Link, Inc. Full time
Job DescriptionJob DescriptionPosition Summary: We are seeking a Technical Support Specialist based in Florida with technical proficiency, problem-solving skills, and exceptional customer service. This role is for someone who excels in managing support inquiries and resolving technical issues efficiently while maintaining professionalism.

At The Construction Link, Inc. (TCLI), we value collaboration, self-motivation, and the ability to work independently. This role involves handling escalated support tickets, troubleshooting technical issues, and ensuring timely and effective solutions for our customers. Strong communication skills are crucial to understand and prioritize customer needs, enhancing customer satisfaction and loyalty.

If you are dedicated, hardworking, and passionate about helping others, you will find a welcoming home with us. We seek a candidate who is not only technically proficient but also brings warmth and a genuine passion for customer service.

Company Overview: The Construction Link Inc. (TCLI) is a family-owned software development company founded in 1986, specializing in estimating solutions for the civil construction industry. Our core values are simple sophistication, innovation, passion, and transparency.

Key Objectives:
  • Provide superior technical support to customers.
  • Handle escalated support tickets and ensure timely resolution.
  • Develop and maintain an in-depth understanding of our software.
  • Create and update support documentation and knowledge base articles.
  • Maintain accurate records of customer interactions and support activities.
Responsibilities:
  • Technical Troubleshooting:
    • Resolve issues related to desktop operating systems (Windows 10/11), Microsoft Office (Excel/Word), networking (TCP/IP, DNS, VPN), and more.
    • Analyze event logs, existing documentation and use diagnostic tools to identify and resolve technical issues.
    • Stay proficient in application training, product releases, customer skills, internal systems, and tools.
  • Customer Service:
    • Respond to customer inquiries and provide technical assistance via phone, email, and screen-share tools.
    • Ensure quality service by developing a thorough knowledge of technical specifications.
    • Accurately document the support process and manage multiple tasks and priorities effectively.
    • Create and maintain comprehensive documentation to facilitate self-help resources for clients.
  • Subject Matter Expert:
    • Possess deep knowledge of all TCLI software and applications.
    • Communicate and collaborate with the Development and Operations Teams on product issues, software updates, enhancements, etc.
    • Assist with quality assurance, testing new changes, and documentation.
    • Provide feedback to the product development team based on client interactions.
Qualifications and Skills:
  • High school diploma or equivalent; Bachelor's degree in IT or related field preferred.
  • Minimum of 1 year technical troubleshooting experience.
  • Knowledge of the construction industry is a bonus.
  • Home office with fast and reliable internet.
Hard Skills:
  • Proven ability to troubleshoot and analyze networked environments (TCP/IP, DNS, VPN, RDP).
  • Intermediate knowledge of desktop operating systems (Windows 10/11), Windows file system, and Microsoft Office.
  • Proficiency with basic troubleshooting tools (Event logs).
Soft Skills:
  • Clear and professional communication skills, both verbal and written.
  • Ability to manage multiple tasks simultaneously and meet deadlines.
  • Critical thinking and problem-solving skills.
  • Ability to remain calm under pressure and communicate technical subjects clearly to non-technical users.
  • Ability to work independently and as part of a team.
Applications Currently Available:
  • Microsoft Office 365
  • Google Workspace
  • Zoom
  • Slack
  • HubSpot CRM
  • Jira
  • TCLI Software
  • Chat GPT
Salary:
  • Competitive salary commensurate with experience.