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Tech Support Specialist

2 months ago

Westlake Village, United States Warner Pacific Full time

The Tech Support Specialist I assists internal and external customers with technical support of desktop computers, applications, website and related technology. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. The position utilizes one-on-one consultancy to end users of Warner Pacifics technology tools and internal employees. The employee in this position may also assists in the maintenance and testing of network servers and associated equipment. The

positions responsibilities require independent analyses, communication and problem solving. Work is performed with little supervision and requires initiative and judgment. The Tech Support Specialist will report to the Manager of Training and Communications and will work closely with the team including members of the IT department to support all end users.

Overview of Responsibilities

The Solutions Team is the central point of contact for all IT related incidents and service requests. The Tech Support Specialist is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. The team works in a dynamic, fast-paced environment which provides services over the phone, through e-mail, over the telephone, and self-service. In addition, this position will be working with the broker community, their clients and our internal staff to promote and increase the adoption of our new technology.

  • Works as the first level of contact when Track-It Tickets are submitted in order to troubleshoot and determine best resolution.
  • Assists internal IT staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.
  • Tracks all support issues and inquiries on Customer Relationship Management (CRM) systems
  • May be asked to work with vendor support contacts to resolve technical problems with desktop computing equipment and software.
  • Works closely with IT staff as appropriate to determine and resolve problems received from clients.
  • Interact with numerous computer platforms in a multi-layered client server environment.
  • Ensure desktop computers interconnect seamlessly with diverse systems including GAIT, website, file servers, email servers, computer conferencing systems, application servers, and administrative systems.
  • Trains and orients staff on use of hardware and software.
  • Recommends and / or performs upgrades on systems to ensure longevity within established standards and guidelines.
  • To diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications.
  • To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
  • To maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
  • Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.
  • To be a highly motivated team player with the skills and ability to manage changing priorities.
  • Exhibit a flexible approach to work and provide necessary coverage where needed.
  • Provide back up in other areas within the department/company as needed/requested.
  • Be willing to attend internal training as necessary to keep up to date with the latest technology and internal system processes.
  • To attend training courses as identified and agreed for appropriate development.
  • Undertaking other duties not specifically stated which from time to time are necessary without altering the nature or level of responsibility.
Other Performance Expectations
  • Excellent organizational skills.
  • Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing.
  • Ability to demonstrate practical troubleshooting and problem analysis techniques.
  • Good attention to detail and ability to show initiative.
  • Ability to plan and prioritize workload without supervision.
  • Ability to prioritize, manage and perform under pressure to meet SLAs.
  • Excellent knowledge of Customer Service best practice.
  • Willing to work flexibly and with enthusiasm.
Additional Skills and Requirements
  • Minimum of a High School Diploma; advanced education or degree preferred
  • Previous Experience within a customer service role.
  • Previous experience of working in an IT support or customer support role
  • Working knowledge of Microsoft Windows and MAC client operating systems as well as various software packages including Microsoft Office and Adobe Suite.
  • Excellent IT skills and computer literacy.
  • Sales experience is a plus.
  • Excellent written and oral communication and interpersonal skills
  • Ability to understand and demonstrate the use of computer system, computer programs and office equipment as necessary, including ability to type a minimum of 30-35 wpm and proficiency in the use of a 10 key
  • Ability to work on site (in the office) a minimum of 8 hours per day, Monday through Friday, generally with shift start times between 8:00-8:30 a.m., as determined by senior management
  • Ability to work overtime, holidays and weekends as requested by senior management
  • High level planning, organizing and time management skills
  • Demonstrated ability to analyze and resolve mathematical discrepancies
  • Demonstrated ability to remain calm in pressure situations
  • Demonstrated ability to multi-task
  • Results oriented
  • Ability to sit for long periods of time, lift a minimum of 5 lbs., file, stand, bend, reach, pull.
Compensation
  • Hourly Range*: $23.44 - $31.25 per hour
  • Actual compensation may vary from posting based on work experience, education and/or skill level.
  • * The hourly or salary range is the range Warner Pacific in good faith believes is the range of possible compensation for this role at the time of this posting. The Company may ultimately pay more or less than the posted range. This range may be modified in the future. No amount is considered to be wages or compensation until such amount is earned, vested, and determinable under the terms and conditions of the applicable policies and plans. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Companys sole discretion, consistent with the law.
  • We offer a range of market-competitive benefits that include merit increases, paid holidays, Paid Time Off, medical, dental, vision, short- and long-term disability benefits, 401(k) + match, and life insurance.