Technical Support Specialist

2 weeks ago


South Jordan, Utah, United States Russell Tobin Full time
Job Overview

Position Title: Technical Support Specialist

Company: Russell Tobin

Contract Duration: 4 months

Compensation: $20 to $21/hour

Role Summary:

  • The Technical Support Specialist serves as the primary contact for users reaching out to our IT support team.
  • With a commitment to delivering exceptional customer service, the Specialist manages incoming inquiries, logs all interactions in a tracking system, and utilizes a knowledge base alongside their expertise to resolve issues efficiently.
  • This role emphasizes providing top-tier customer service, achieving high first contact resolution rates, and identifying opportunities for process improvement and automation.

Key Responsibilities:

  • Exhibit strong customer service capabilities to deliver phone support, including:
  • Actively listening to customers to fully understand their concerns
  • Demonstrating empathy towards the customer's situation and urgency in resolving issues
  • Creating precise, detailed documentation at the client, problem, and incident levels
  • Managing conflicts effectively
  • Delivering high-quality technical support related to enterprise software and hardware
  • Engaging in assessment, triage, research, training, and resolution of incidents and requests in a dynamic environment.
  • Providing after-hours and weekend support as necessary.
  • Maintaining a focus on detail, follow-through, teamwork, and a positive demeanor.
  • Possessing a solid understanding of technology and applying that knowledge to support existing systems.
  • Addressing all aspects of client support and immediate computing needs while maintaining professionalism and composure across various communication channels.
  • Creating a positive support experience, building rapport and trust with end users through a professional approach to problem-solving, ensuring timely resolution or escalation.
  • Identifying and collaborating with internal users to offer guidance and support, applying sound communication and customer service principles, even in challenging situations.
  • Conducting investigation, diagnosis, resolution, and recovery for hardware and software issues.
  • Installing, modifying, troubleshooting, and repairing computer hardware, peripherals, and software.

Qualifications:

  • Exceptional customer service skills are essential.
  • Strong communication skills are required.
  • Two to five years of relevant experience in a complex, high-tech, fast-paced environment.
  • Preferred experience in a technical support role, though not mandatory.
  • Education: High school diploma or GED with relevant work experience.
  • Aptitude for diagnosing problems in a complex environment and providing effective solutions swiftly.
  • Self-motivated with the ability to work independently in high-pressure situations.
  • Willingness to work flexible shifts, including evenings, weekends, and holidays.
  • Responsible for delivering high-quality technical support related to enterprise software and hardware.
  • Understanding of technology and the ability to apply that knowledge to support existing systems.
  • Providing investigation, diagnosis, resolution, and recovery for hardware/software issues.

Benefits:

Russell Tobin offers eligible employees comprehensive healthcare coverage, including medical, dental, and vision plans, as well as supplemental coverage options, a 401(k) retirement savings plan, life and disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with select vendors.



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