Technical Support Specialist II

2 weeks ago

Woodstock, United States Other World Computing Inc. Full time
Job DescriptionJob Description

Technical Support Specialist (I, II) 
(Call Center, End User Technical Product Support)

Other World Computing, Inc. (OWC) is committed to innovation and delivering the finest computing solutions to businesses and creative professionals. Thousands of organizations and creative professionals, including Billie Eilish, iJustine, Atlantic Studios, Incite Studios, Electric Feel Studios, Fame Recording Studios, Sputnik Sound, and ELO, leverage OWC technology to run their production operation, take their studio on the road, and deliver the best experience possible.

At OWC, we are dedicated to providing an exceptional customer experience. We understand the importance of knowledgeable and accurate customer interactions to establish a strong foundation for customer loyalty and trust. Our commitment to unconditional support and education is reflected in the role of the Technical Support Specialist, who plays a vital part in delivering exceptional customer service and technical assistance through phone calls, emails, and live chats.

If you are passionate about providing exceptional customer service, possess technical aptitude, and thrive in a dynamic environment, we invite you to apply for the position of Technical Support Specialist at OWC. Join our team and contribute to our commitment to excellence in customer support.

What Will You be Doing?

  • Phone support: 20-40 customer contacts per day.
  • Live chat support: 20-50 customer contacts per day.
  • Assisting customers calling in with inbound sales and customer service inquiries, providing guidance on products, shipping, returns, and policies.
  • Helping customers identify the appropriate equipment to meet their needs and setting up sales orders, including carrier selection, order verification, and credit card processing.
  • Responding to inbound customer emails in a professional and courteous manner, addressing questions and providing additional information.
  • Creating and managing customer accounts in our ERP system, making necessary adjustments as required.
  • Providing rudimentary technical support on products in macOS and Windows OS environments, utilizing troubleshooting guides, FAQs, product manuals, knowledge base articles, and escalating to appropriate tier support when necessary.
  • Special emphasis on providing technical assistance related to external hard drives, including troubleshooting, setup, and data transfer processes.
  • Maintaining a professional and courteous demeanor while resolving challenging situations.
  • Collaborating with other team members to deliver superior service both internally and externally.
  • Staying updated on new policies, products, and procedures by reviewing internal training resources.
  • Performing any other assigned duties.

Tier II

  • Assist customers with further in-depth troubleshooting, especially in the context of external hard drives.
  • Assisting customers with technical support questions on products in macOS and Windows OS environments by following troubleshooting guides, FAQs, product manuals, product knowledgebase articles, independent research, and when necessary, escalating the situation to Tier 3 support.
  • 1-2 years of Level II Technical Support experience, either in person or via phone.

Tier III

  • Customer escalations and reach outs of technical nature as needed, with a focus on advanced issues related to external hard drives.
  • Assisting Tier I and II Specialists with technical questions through a phone queue, chat, and email, particularly those concerning external storage solutions.
  • Escalating technical issues to the Product Development team when needed.
  • Help educate and promote technical education of Tier I and II Specialists by maintaining and building technical resources, with a strong emphasis on external hard drive knowledge.
  • Manage customer returns that have passed testing and need further evaluation on how best to be resolved, especially those involving external hard drives.
  • 1-2 Years of Level 3 Technical Support or 3-4 years of Level 2 Technical Support, either in person or via phone.
  • Ability to efficiently manage and create troubleshooting guidelines, FAQs, product manuals, and product knowledgebase articles, particularly focusing on external hard drive support.
  • Ability to independently research, troubleshoot, and probe technical issues required.

What You Bring with You?

To excel in this role, the ideal candidate should be comfortable working on a Mac platform and possess proficiency in Microsoft Excel and Google Apps for Work. They should also demonstrate the ability to quickly adapt to new software or tools.

  • Ability to follow troubleshooting guidelines, FAQs, product manuals, and knowledge base articles, with a specific focus on external hard drives.
  • Proficiency in independent research, troubleshooting, and probing technical issues is a plus, especially in the context of external storage devices.
  • Superior attention to detail is a must.
  • Excellent verbal and written communication, listening, and problem-solving skills.
  • Mac Hardware/Software experience is preferred.
  • Windows OS experience is a plus.
  • iOS, iPadOS, Chrome, Linux, and Android experience a plus.
  • In-depth experience supporting storage devices or external thunderbolt devices, including a strong understanding of various external hard drive technologies.
  • Ability to adapt to change and work in a fast-paced, ever-changing environment.
  • Typing speed of 40 WPM or greater is required, and strong data entry skills are helpful.
  • Ability to multi-task, prioritize workload, and work with a sense of urgency to meet business needs.
  • Strong team skills and the ability to collaborate effectively with others.
  • Genuine empathy and interest in assisting others, ensuring long-term stability and enjoyment in the role.

Compensation Structure for the Position

The compensation for this role includes an hourly rate range of ($20-$30/hour). The amount of compensation will be determined based on your experience and skills.

Our People Are the Most Important Asset

A career with OWC is out of this world and will provide you with all the opportunities and benefits that can only come from working with a proven industry leader that is committed to innovation and delivering the finest computing solutions.

  • Competitive pay, that is based on the work that you do here at OWC and not based on a previous role.
  • A generous number of vacation/sick/personal days every year, including birthday time off
  • Comprehensive health, vision, dental and wellness benefits.
    • 401K
    • Life Insurance
    • Disability Insurance
    • Accident Insurance
    • Critical Illness Insurance
    • Many discounts through our LifeMart Partner
    • Tuition and Loan Assistance
  • Join a company that is a leader in sustainability and offers the flexibility of a remote or hybrid (if in proximity to an OWC office) working environment.
  • At OWC there are ongoing opportunities to learn, develop new skills and support your personal growth.
  • Different people approach challenges differently. The most successful teams are the most diverse teams, and we pride ourselves on providing a culture that is committed to diversity, equity, and inclusion.

We look forward to hearing from you, learning more about your successes, and sharing more on the ‘Other Worldly’ innovation here at OWC.

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