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Technical Support Specialist

3 months ago

Arlington, United States Bloomberg Industry Group Full time

Under minimal supervision and in a monitored telephone environment, provides technical assistance and problem resolution, including more complex hardware and software problems, to customers, third party vendors, Bloomberg Industry Group sales reps, and other Bloomberg Industry Group units regarding Bloomberg Industry Group electronic products. Performs electronic product quality control testing.

Job Description:

  • Obtain in-depth knowledge of proprietary electronic products, related procedures, and unit policies and procedures, and apply that knowledge to various technical inquiries.

  • Serve as the first point of contact for customers seeking technical assistance via phone, email, or chat.

  • Translate complex technical terms into terms easily understood by the customer.

  • Demonstrate excellent oral and written communication skills, including diction and grammar, and active listening skills to communicate effectively with customers and coworkers in a clear, courteous, tactful, and professional manner.

  • Build positive working relationships with team members, managers, and all departments.

  • Demonstrate excellent analytical and problem-solving skills under minimal supervision.

  • Provide effective and comprehensive technical documentation for use in training and in providing product feedback to stakeholders.

  • Provide end-user application support, define and document incident scope, use critical thinking to analyze problems, handle various assignments as needed, identify root causes, troubleshoot issues to achieve first-call resolution, and escalate issues when appropriate.

  • Utilize application tools to assist users with access, provisioning, and installation.

  • Document and submit new content to the knowledge base.

Education:

  • A college degree with coursework in relevant aspects of computer science, information science, data communications, technical writing, or equivalent experience is required.

Experience:

  • At least three years of experience supporting customers on software applications while utilizing basic hardware troubleshooting knowledge or at least one year as a Technical Support Specialist in a call center environment.

Bloomberg Industry Group IS AN EQUAL OPPORTUNITY EMPLOYER and fully subscribes to the principles of Equal Employment Opportunity. Bloomberg Industry Group has adopted an Affirmative Action Program to ensure that all applicants and employees are considered for hire, promotion, and job status without regard to race, color, religion, sex, national origin, age, disability, gender identity, sexual orientation, marital or familial status, pregnancy, childbirth, or related medical issues, genetic information, disabled veteran, veteran, a veteran of the Vietnam Era, or any other classification protected by law.