Technical Customer Support Specialist

2 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 


  • Technical Customer Support Specialist

    2 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...

  • Technical Customer Support Specialist

    6 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...

  • Technical Solutions Specialist

    3 days ago

    Indian Trail, North Carolina, United States Trusted Security Solutions Full time

    About UsTrusted Security Solutions has been a pioneer in digital ATM key management systems since 1998. We pride ourselves on providing high-quality products and services that meet the evolving needs of our customers. Our team is dedicated to delivering exceptional results and exceeding customer expectations.As a Technical Customer Support Specialist, you...

  • Technical Support Expert

    3 days ago

    Indian Trail, North Carolina, United States Trusted Security Solutions Full time

    Job Summary:">We are looking for a highly skilled Technical Support Expert to join our team at Trusted Security Solutions. In this role, you will provide top-notch technical support to our customers, helping them resolve complex issues and stay ahead of the curve in the rapidly evolving cybersecurity landscape.">About the Company:">As a pioneer in digital...

  • Senior Technical Support Professional

    1 day ago

    Indian Trail, North Carolina, United States Trusted Security Solutions Full time

    Job Title: Senior Technical Support Professional">About the Job:">We are seeking an experienced Senior Technical Support Professional to join our team at Trusted Security Solutions. This role will involve providing exceptional technical support to our customers, ensuring their issues are resolved efficiently and effectively.">About Us:">Trusted Security...

  • Technical Solutions Specialist

    2 weeks ago

    Indian Head, Maryland, United States Solvere Technical Group Full time

    About the RoleWe are seeking a skilled Technical Solutions Specialist to join our team at Solvere Technical Group. As a key member of our team, you will play a crucial role in driving the development and refinement of our software products.Key ResponsibilitiesDevelop and implement effective solutions to complex technical problems.Analyze and refine processes...

  • Retail Operations Specialist

    3 days ago

    Indian Trail, North Carolina, United States Food Lion Full time

    Key ResponsibilitiesThe Retail Operations Specialist will be responsible for retrieving shopping carts from the parking lot and cart corrals, ensuring work stations and front-end areas have a neat and clean presentation, and observing and correcting all unsafe conditions that could cause associate or customer accidents.Salary$30,000 - $45,000 per...

  • Software Development Specialist

    2 days ago

    Indian Head, Maryland, United States Solvere Technical Group Full time

    Job Title: Software Development SpecialistSolvere Technical Group seeks a talented Software Development Specialist to enhance our team's capabilities.About the Role:Experience with multiple technical concepts, practices, and procedures.Process development and continuous improvement.Strong problem-solving skills.Milestone reporting and tracking.Effort level...

  • Customer Service Representative

    5 days ago

    Indian Trail, North Carolina, United States Food Lion Full time

    At Food Lion, we're committed to providing an exceptional customer experience. As a Customer Service Representative, you'll play a key role in achieving this goal.Job SummaryWe're seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative. In this role, you'll be responsible for providing fast, easy,...

  • IT Help Desk Specialist

    2 weeks ago

    Indian Head, United States Solvere Technical Group Full time

    Solvere Technical Group is seeking an IT Help Desk Specialist to provide technical support to our customers. Responsibilities: Support services include, but are not limited to, providing IT support to resolve technical issues efficiently for both local and remote users. Document via helpdesk management software all issues pertaining to systems issues and...

  • Customer Order Fulfillment Specialist

    2 weeks ago

    Indian Trail, North Carolina, United States Walmart Full time

    Do you enjoy working with people and delivering excellent customer service? Walmart's General Merchandise team is seeking a dedicated and results-driven individual to join their ranks as a Sales Floor Associate. In this role, you'll play a critical part in ensuring customer satisfaction and driving sales growth.About the RoleYou'll be responsible for...

  • Help Desk Specialist

    7 days ago

    Indian Head, United States Solvere Technical Group Full time

    Solvere Technical Group is seeking an IT Help Desk Specialist to provide technical support to our customers. Responsibilities:Support services include, but are not limited to, providing IT support to resolve technical issues efficiently for both local and remote users.Document via helpdesk management software all issues pertaining to systems issues and...

  • PT Customer Lead

    4 months ago

    Indian Trail, United States Food Lion Full time

    Category/Area of Expertise: Retail Operations Job Requisition: 248897_external_USA-NC-Indian-Trail Address: USA-NC-Indian Trail-4423 Old Monroe Rd Store Code: Store 00532 Front End (7211894) Food Lion has been providing an easy, fresh and affordable shopping experience to the communities we serve since 1957. Today, our 82,000 associates serve more than 10...

  • PT Customer Service Leader

    3 months ago

    Indian Trail, United States Food Lion Full time

    Category/Area of Expertise: Retail Operations Job Requisition: 248896_external_USA-NC-Indian-Trail Address: USA-NC-Indian Trail-4423 Old Monroe Rd Store Code: Store 00532 Front End (7211894) Food Lion has been providing an easy, fresh and affordable shopping experience to the communities we serve since 1957. Today, our 82,000 associates serve more than 10...

  • Software Development Specialist

    2 weeks ago

    Indian Head, Maryland, United States Solvere Technical Group Full time

    About the RoleWe are seeking a skilled Software Development Specialist to join our team at Solvere Technical Group.Key ResponsibilitiesFamiliarity with various field concepts, practices, and procedures is required.Process development and refinement are essential skills for this role.Effective problem-solving and project milestone reporting are crucial.The...

  • Residential Lawn Specialist

    3 weeks ago

    Indian Trail, United States TruGreen Full time

    R205891008893037 Eaton Ave, Indian Trail, North Carolina 28079T ruGreen accepts applications on an ongoing basis. Job Description Field Operations Every TruGreen associate is committed to quality. We all have an important role to play in the success of our company. There is no job too small or too great that doesn‘t equally impact our future.We know...

  • Fiber Optic Network Specialist

    2 weeks ago

    Indian Trail, North Carolina, United States FULL THROTTLE CONNECTIONS Full time

    Job OverviewWe are seeking a highly skilled Fiber Optic Network Specialist to join our team at Full Throttle Connections.Estimated Salary: $85,000 - $110,000 per yearJob DescriptionA Fiber Optic Network Specialist is responsible for installing, maintaining, and troubleshooting telecommunications systems. This role requires excellent problem-solving skills,...

  • Database Management Specialist

    2 weeks ago

    Indian Head, Maryland, United States Solvere Technical Group Full time

    Job Title: Database Management SpecialistDiscover a new opportunity at Solvere Technical Group, where our team of experts is seeking a skilled Database Management Specialist to oversee the administration of our organization's databases. Responsibilities:Manage the administration of an organization's database.Analyze database needs and develop a long-term...

  • Perishable Goods Specialist

    3 days ago

    Indian Trail, North Carolina, United States Food Lion Full time

    Job OverviewFood Lion is a leading American supermarket chain offering a wide range of products and services to its customers. As a Perishable Goods Specialist, you will play a crucial role in ensuring the quality and freshness of our perishable items.Estimated Salary RangeWe offer an estimated annual salary of $35,000 - $45,000 depending on your experience...

  • Customer Service Support Specialist

    2 weeks ago

    Indian Wells, California, United States Marriott Hotels & Resorts Full time

    We are seeking a highly skilled and detail-oriented Customer Service Support Specialist to join our team at Marriott Hotels & Resorts. In this role, you will be responsible for entering and retrieving information contained in computer databases using a keyboard, mouse, or trackball to update records, files, and answer inquiries from guests.Key...