Technology Support Specialist
4 weeks ago
At Pretium Enterprise Services, we're committed to empowering our team members to drive growth, innovation, and transformation across our global operating companies.
As a Technology Delivery Engineer, you'll play a pivotal role in resolving complex technical issues, mentoring junior team members, and driving continuous improvement initiatives.
Key Responsibilities- Provide advanced technical support to customers via phone, email, chat, and remote assistance, serving as a subject matter expert and primary point of contact for escalated issues.
- Lead troubleshooting efforts for complex hardware, software, and network-related problems, utilizing in-depth technical knowledge and diagnostic tools to identify root causes and implement effective solutions.
- Mentor and coach junior technical support team members, providing guidance on best practices, troubleshooting methodologies, and customer interaction techniques.
- Collaborate closely with cross-functional teams to investigate and resolve complex technical issues, driving timely resolution and customer satisfaction.
- Develop and maintain strong relationships with key customers, serving as a trusted advisor and advocate to ensure their technical support needs are met and exceeded.
- Continuously assess and improve technical support processes, workflows, and documentation to enhance efficiency, scalability, and customer experience.
- Bachelor's degree in computer science, Information Technology, or related field, or equivalent work experience.
- Minimum of four years of experience in technical support or a customer-facing role.
- Advanced technical proficiency with a deep understanding of hardware, software applications, operating systems, and network infrastructure.
- Demonstrated expertise in troubleshooting complex technical issues, utilizing diagnostic tools, log analysis, and debugging techniques.
- Strong leadership and mentoring skills with the ability to inspire and develop junior team members.
- Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and effectively to customers and internal stakeholders.
- Proven track record of delivering exceptional customer service and driving customer satisfaction.
- Ability to thrive in a fast-paced environment, managing multiple priorities and deadlines effectively.
Pretium Enterprise Services is committed to creating a diverse environment and is proud to be an equal opportunity employer. We offer a comprehensive benefits and perks package, including:
- 401(k) plan with an employer match
- Health, dental, vision, and life insurance
- Paid Time Off (PTO)
- 11 firm holidays
- Annual year-end bonus eligible
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