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Technical Support Specialist

2 months ago

Alexander City, Alabama, United States augmentjobs Full time

Job Summary: Augmentjobs is seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing high-level technical assistance and support to our customers and internal teams. This role involves troubleshooting hardware and software issues, resolving customer inquiries, and ensuring that technical problems are addressed efficiently and effectively.

Key Responsibilities:

  • Technical Support: Provide prompt and accurate technical assistance to customers, ensuring issues are resolved in a timely manner.
  • Troubleshooting: Diagnose and resolve technical hardware and software issues by guiding customers through step-by-step solutions.
  • Customer Service: Maintain a high level of customer satisfaction by managing customer expectations and delivering professional and courteous service.
  • Documentation: Record and document issues, resolutions, and other relevant information in our ticketing system.
  • Collaboration: Work closely with other technical teams, such as development and engineering, to resolve complex issues and provide feedback for product improvement.
  • Training & Education: Assist in the creation of user manuals, FAQs, and other instructional materials. Provide training to customers and internal staff as needed.
  • System Monitoring: Monitor system performance and escalate issues to the appropriate teams when necessary.
  • Continual Learning: Stay up-to-date with the latest industry trends, software updates, and new technologies to provide the best possible support.

Qualifications:

  • Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
  • 23 years of experience in a technical support or help desk role.
  • Strong knowledge of operating systems (Windows, macOS, Linux), network configurations, and common software applications.
  • Proficiency in troubleshooting hardware and software issues with a strong understanding of IT systems.
  • Excellent verbal and written communication skills.
  • Ability to work independently and as part of a team.
  • Strong customer service orientation with a problem-solving mindset.
  • Familiarity with ticketing systems and remote desktop applications.
  • Certifications such as CompTIA A+ or similar are a plus.

What We Offer:

  • Competitive salary and benefits package.
  • Opportunities for professional development and career advancement.
  • A dynamic and supportive work environment.
  • Access to the latest tools and technologies in the industry.
  • Health, dental, and vision insurance.
  • Retirement savings plan with company match.