Technical Support Specialist
2 weeks ago
Technical Support Specialist
Company: Access Dubuque
Position Available: 1
Job Overview
The Technical Support Specialist plays a crucial role in assisting the Customer Success and Product Development teams with various technical inquiries from clients. This position is responsible for managing daily technical requests and activities, including conducting customer training sessions. The Specialist will also engage in product testing and contribute to the development of eLearning resources related to the product.
Key Responsibilities
- Enhancing the implementation process by delivering technical assistance and customer training.
- Supporting clients with tasks such as Active Directory synchronization and Single Sign-On (SSO) configuration.
- Developing and updating training videos, documentation, and course materials to facilitate the use of the Pinnacle Series platform.
- Taking ownership of product testing in collaboration with the product development team.
- Logging and troubleshooting customer support inquiries.
- Prioritizing and escalating issues as necessary.
- Effectively communicating with customers to address their concerns and outline next steps.
- Providing technical support and training to our partners.
- Acting as a Subject Matter Expert (SME) for the Pinnacle Series.
Qualifications
- Associate or Bachelor's degree.
- Experience in technical support.
- Experience in customer-facing training roles.
- General knowledge of IT systems.
- Ability to manage multiple customer accounts and implementation projects concurrently.
- Outstanding communication and presentation skills.
- Positive attitude and high energy.
- Capability to thrive in a deadline-driven environment.
- Strong organizational skills with meticulous attention to detail.
- Self-motivated and able to work independently.
- Proficiency in Microsoft Office products.
- Willingness to accommodate early morning or late evening calls and remote meetings to support global operations.
Physical Requirements
- Ability to remain in a stationary position for extended periods.
- Effective communication skills for information exchange.
- Repetitive motions involving wrists, hands, and fingers.
- Average hearing and visual acuity.
- Capability to use a phone and computer.
- Willingness to travel as needed.
About Access Dubuque
Access Dubuque is dedicated to delivering innovative solutions and exceptional service to our clients. Our team is composed of dynamic individuals who are passionate about their work and committed to achieving excellence. We foster a collaborative environment where every team member's contributions are valued, and we celebrate our successes together.
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