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Technical Support Specialist

2 months ago

Cupertino, California, United States eTeam Full time

Job Summary:

The eTeam is seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be the first point of contact for application support related questions and tier 1 incident handling.

Key Responsibilities:

  • Monitor a support queue and perform incident triage, following established workflows for prioritization and categorization.
  • Provide first-line response to requests for application support, resolving issues on first touch whenever possible.
  • Follow triage and escalation workflows as pertains to escalation and routing of support cases to the correct resource.
  • Identify process improvement opportunities and offer feedback to Service unit leads and partners.
  • Provide input into and refinement of standard operating metrics and dashboards.
  • Manage major technical incidents and escalate to appropriate support resources.
  • Provide customer verification of case closures.
  • Provide feedback to operating, IT, and engineering teams to assist in identifying trends and addressing root causes.
  • Provide occasional onsite hardware support, including computer deployment, configuration, and troubleshooting issues.

Requirements:

  • Minimum 4 years of customer service experience.
  • Minimum 2 years of experience in troubleshooting macOS and iOS and a variety of applications.
  • Bachelor's degree.
  • Aptitude for researching solutions and a logical approach to problem solving.
  • Knowledge of ITIL best practices, such as the difference between Incident, Problem, and Change.
  • Experience in a tech support organization.
  • Experience collaborating with cross-functional partners is a plus.
  • Experience with Jira Service Desk is strongly preferred.
  • Excellent communication skills, especially written.
  • Available to work evenings and weekends as needed.
  • Healthcare experience is a plus.
  • Previous large company experience is a plus.