Senior Technical Support Specialist

7 days ago


Durham, North Carolina, United States Swoon Full time
Job Overview

Swoon is seeking a highly skilled Senior Technical Support Specialist to join their team in Durham, NC. As a key member of the technical support team, you will be responsible for providing exceptional customer service and technical expertise to Avalara staff.

Responsibilities

The successful candidate will be responsible for:

  • Ticket Management: Handles requests and escalations via IT ticketing, email, Slack, or phone for complex computer issues; assesses severity, troubleshoots, resolves, or refers to technical staff; trains Tier 1 techs and creates knowledge articles.
  • Technical Support: Assists in acquiring, installing, upgrading, and maintaining workstations, laptops, and software; configures systems for new users and manages hardware/software asset lists.
  • Customer Service: Provides quality customer service to Avalara staff; designs processes to enhance support experience and self-service; coordinates communication between users and IT teams.
  • Ticket Tracking: Maintains ticket tracking systems and documentation for efficient help desk operations; identifies trends and seeks process efficiencies.
  • Collaboration: Escalates advanced technical issues, collaborates with system owners to resolve problems impacting end users.
What We Offer

We are offering a competitive salary of $21/hour and the opportunity to work with a dynamic team at Swoon, a leading staffing agency handling the needs of over 80 Fortune 500 clients.

About Swoon

Swoon is a forward-thinking company that has won the Best and Brightest Companies to Work for in the Nation Award six years in a row and has been recognized as one of the Inc. 5000 Fastest Growing Private Companies in the US from 2016-2020.



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