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Technical Support Specialist I

4 months ago

McHenry, United States Heartland Full time
Job DescriptionJob Description

Technical Support Specialist I

Heartland is seeking a highly talented and technically strong individual to join our AlwaysOn team as a Technical Support Specialist I. In this role, you'll provide training and technical assistance to customers, both internally and externally. We're an industry-leading mobile device management solutions integrator, providing our clients with a portfolio of award-winning products and services, and decades of experience simplifying and optimizing mobile workforces.

Responsibilities

  • Initial point of contact for technical issues, provide customer support, troubleshoot, diagnose, and resolve issues via phone, email, and virtually.
  • Escalate calls and assign tickets to 2nd and 3rd level support teams or field technicians.
  • Maintain critical relationships throughout the problem/resolution cycle and communicate actively with other departments detailing specific customer's issues.
  • Monitor ongoing customer issues and open tickets to ensure resolution.
  • Develop technical support and training tools that increase system usability and both technical and end-user documentation, ensure that we build a process that allows us to resolve recurring issues in an efficient manner.
  • Create and maintain documentation, including troubleshooting tips, customer/Internal FAQ's, resolutions to common issues to build knowledge base for customer portal, escalating cases as needed within process guidelines, and continued education within Heartland helpdesk syllabus.
  • Interact with all areas of Heartland, manufacturers, and partners, and be responsible for getting the appropriate resources involved to bring the case to resolution.
  • This position also trains clients to help them learn to use AIDC (Automatic Identification and Data Capture) hardware or software applications.
  • Respond to all incoming requests within four business hours

Requirements

  • At least one year of experience working as a technical support specialist, including: creating and managing incident (issue) problem tickets, using problem tracking software and knowledge base to analyze and resolve customer problem tickets.
  • Ability to document and convey technical information and communicate with and assist end users.
  • Ability to successfully work within a fast paced, dynamic environment, multitask, work independently and in a team environment.
  • Continuing education through mandatory trainings from Tier 2, Tier 3, Manufacturers, and Business Partners
  • The ability to maneuver under desks and tables, and work with and lift equipment up to 50 lbs.
  • Familiarity with office tools such as Microsoft Word, Excel, and Outlook
  • Possible accompanied travel to customer locations as needed (