Technical Support Specialist

4 weeks ago


West Chester, Pennsylvania, United States iCST Full time

Job Summary:

We are seeking a skilled Technical Support Specialist to join our team at iCST. As a Technical Support Specialist, you will provide Helpdesk Level 2 Support for hardware and software issues, working closely with customers and executive sponsors to ensure quality standards are met.

Key Responsibilities:

  • Manage expectations at all levels, ensuring quality standards are followed.
  • Monitor the team's open backlog of support issues and reassign as necessary to ensure timely resolution.
  • Act as the escalation point for high-priority support issues.
  • Collaborate with software and hardware vendors to resolve defective product issues.
  • Develop and deliver training materials, including user manuals and procedures.
  • Provide technical assistance, support, and advice to end-users for hardware, software, and systems.
  • Investigate and resolve computer software and hardware problems.
  • Communicate effectively with technical and non-technical stakeholders to research and resolve issues.

Requirements:

  • 5+ years of experience in technical support.
  • Strong communication and problem-solving skills.
  • Ability to work in a team environment and prioritize tasks effectively.
  • Experience with call-tracking software and systems.
  • Strong customer service skills and ability to maintain quality standards.

What We Offer:

iCST offers a dynamic work environment, opportunities for professional growth, and a competitive compensation package.



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