Technical Support Specialist
3 weeks ago
Job Summary:
Russell Tobin is seeking a skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be the first point of contact for users who call our IT Service Desk. Your primary responsibility will be to provide high-level customer service while answering incoming calls, tracking information in a call tracking system, and using a knowledge base tool to resolve issues promptly.
Key Responsibilities:
- Provide phone support to customers, demonstrating strong customer service skills, including listening to customers, being empathetic, and having a sense of urgency to resolve issues.
- Produce accurate, detailed documentation at the client, problem, and incident level.
- Responsible for high-quality end-user technical support related to enterprise software and hardware.
- Assess, triage, research, train, and educate on incidents and requests regarding application software products and/or infrastructure components in a fast-paced 7x24x365 environment.
- Provide after-hours and weekend support as needed.
- Requires attention to detail, follow-through, teamwork focus, and a positive attitude.
- Supports all aspects of client support and immediate computing needs while demonstrating professionalism and composure on the phone, via online chat, and/or in person.
Qualifications:
- Excellent customer service skills required.
- Excellent communication skills required.
- Two to five years of proven, qualified related work experience in a comparable complex, high-tech, and fast-paced work environment.
- Preferred work experience in a technical support role but not required.
- Required Education: High school diploma or GED with relevant work experience.
- Ability to diagnose the cause of problems in a complex environment and provide effective solutions quickly.
- Self-motivated and able to work on own initiative in a high-pressure environment.
- Willing to work variable shifts, including evenings, weekends, and public holidays.
Benefits:
Russell Tobin offers eligible employees comprehensive healthcare coverage, supplemental coverage, 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance, and employee discounts with preferred vendors.
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