Technical Support Specialist

2 weeks ago

Birmingham, Alabama, United States High Level Marketing | Digital Marketing Full time

Position Overview:

The Help Desk Support Associate serves as a key resource for addressing technical inquiries and issues. This role involves managing support requests through various channels and ensuring timely resolution while meticulously documenting each interaction in a digital ticketing system. Collaboration with senior team members and subject matter experts is essential for effective problem-solving.

Key Responsibilities:

  • Deliver exceptional support in a customer-centric environment.
  • Quickly respond to and manage support requests within the Help Desk ticketing system.
  • Uphold confidentiality regarding all company information, policies, and procedures.
  • Translate intricate technical concepts into straightforward language for seamless troubleshooting.
  • Analyze and clarify technical issues, providing step-by-step solutions.
  • Exhibit strong customer service skills and take ownership of issues until resolution.
  • Maintain communication with clients, offering updates and follow-ups to ensure satisfaction.
  • Work proficiently with WordPress and other content management systems.
  • Perform additional duties as assigned.

Required Skills and Qualifications:

  • Proven experience with WordPress is essential.
  • Familiarity with HTML, CSS, JavaScript, AJAX, PHP, and MySQL.
  • Experience with server-side scripting languages, particularly PHP.
  • Understanding of HTTP requests and object-oriented programming principles.
  • Ability to review, troubleshoot, and debug code effectively.
  • Capacity to learn new technologies quickly.
  • Excellent written and verbal communication skills, with a collaborative approach.
  • Detail-oriented and results-driven, capable of meeting deadlines with minimal supervision.
  • Strong decision-making abilities based on sound judgment.
  • Customer service orientation with a high level of professionalism.
  • Strong work ethic, consistently striving to exceed expectations.
  • Ability to remain patient and helpful under pressure.
  • Knowledge of industry best practices and procedures.
  • Organized and efficient, with a commitment to tracking and fulfilling obligations.
  • Encourages teamwork and aims for excellence.

Education and Experience:

  • A High School Diploma or equivalent is required. One year of coding experience, attendance at a Coding Bootcamp, or enrollment in a Computer Science degree program is preferred.

Benefits and Perks:

  • Competitive salary starting at $17 per hour.
  • Extensive opportunities for professional growth and development.
  • Comprehensive health and wellness benefits, including medical, dental, and vision coverage.
  • Retirement plan options, including employer-sponsored 401(k) and Roth accounts.
  • Generous vacation and sick leave policies.
  • Work-life balance initiatives, including hybrid work options and special focus days.
  • Paid parental leave for new parents.
  • A vibrant company culture with engaging activities.
  • And many more benefits to discover.

Work Environment:

This role will be performed in a standard office setting, which includes extended periods of computer use and collaboration with colleagues. Physical requirements may involve standing, walking, typing, and lifting items up to 25 lbs.

Equal Opportunity Employer:

High Level Marketing is committed to fostering a diverse workforce and provides equal employment opportunities to all applicants. Compensation is based on experience, and all candidates are considered without regard to race, gender, sexual orientation, or other legally protected statuses.

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