Technical Support Specialist

2 weeks ago


Houston, Texas, United States i-PRO Americas Inc. Full time

Job Title: Technical Support Specialist

Job Summary:

The Technical Support Specialist works to provide world-class technical support to integrators and resellers to resolve hardware and software issues.

Duties/Responsibilities:

  • Perform Technical Support by taking incoming calls, making outbound calls to customers and answering technical questions via email.
  • Thoroughly document step-by-step troubleshooting steps in Helpdesk Tickets after each call or email.
  • Accept and work technical support calls escalated from Service Representatives.
  • Provide internal Technical Support assistance through team's internal chat program.
  • Collaborate with other Technical Support members verbally and provide information to others by utilizing knowledge-based articles.
  • Create, edit, and submit internal knowledge-based pieces to assist other team members in the future.
  • With direction, help to reproduce and resolve customer issues with software.

Required Skills/Abilities:

  • Ability to assist customers by phone or by email with a winning customer service attitude.
  • Ability to collaborate openly and effectively with other Technical Support team members.
  • Daily average of calls/tickets per day should be at a minimum between 7 and 15.
  • College degree preferred.
  • Experience in a customer-facing role such as Customer Service, Helpdesk or Technical Support.
  • Strong communication skills to troubleshoot, give customers technical assurance, and escalate issues properly.
  • Address and solve a wide array of complex problems.
  • Strong diagnostic skills to troubleshoot, identify and resolve issues.
  • Utilize available tools such as Knowledge Base, past HDTs, FAQs and training documents to solve customer issues.
  • Key communications contacts (internal/external) and level of persuasion required.
  • Ability to take direction and work well with others.
  • Must always maintain positive attitude and communication when dealing with customer or internal/external stakeholders.

Other Requirements:

  • Ability to handle physical work such as building equipment and test environments.
  • Ability to maintain a stationary physical position for prolonged periods of time.


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