Senior Technical Support Specialist
2 weeks ago
Robo-Computers Made Easy, a prominent name in IT service management, has been a trusted provider since its inception in 1995. With a commitment to delivering exceptional technology solutions and customer support, we have expanded our reach across multiple states, serving over 200 clients in various sectors. Our recent merger with another managed service provider will significantly enhance our capabilities and service offerings.
Position Summary: We are seeking a seasoned and proficient Senior Technical Support Specialist to assist our clientele. The ideal candidate will efficiently resolve customer inquiries and technical issues, focusing on complex client challenges. This is a Tier-2 role that necessitates substantial experience in a technical support environment.
What We Offer:
- Comprehensive health benefits
- Retirement savings plan (401K)
- Paid vacation time
- Holidays with paid time off
- Sick leave
- Quarterly performance bonuses
Key Responsibilities
- Generate and manage customer support tickets
- Engage clients with insightful questions and document essential information
- Accurately record details in our internal systems
- Resolve client challenges in accordance with company protocols
- Maintain professionalism and empathy in all interactions
- Keep clients and internal teams informed about ticket status and resolution progress
- Provide support for Microsoft technologies
- Monitor communication channels and update schedules in real-time
Required Qualifications
- Proven experience in technical support
- Experience in a managed service provider environment is highly desirable
- A+ Certification; Network Plus certification is a plus
- Proficient in Windows and Microsoft Office applications
- Familiarity with Office 365
- Experience with Windows Servers and Active Directory
- Results-oriented and task-focused
- Strong organizational skills with attention to detail
- Effective communication abilities
- Quick learner with the ability to adapt
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