Technical Support Specialist

4 weeks ago


Virginia Beach, Virginia, United States Decisions Full time
Job Summary

We are seeking a highly skilled Technical Support Specialist to join our team at Decisions. As a key member of our support team, you will be responsible for providing top-notch technical assistance to our customers, ensuring their seamless experience with our platform.

Key Responsibilities
  • Serve as the primary point of contact for customers seeking technical assistance via phone, email, chat, and other communication mediums.
  • Perform remote troubleshooting of customer issues, taking detailed notes and recording events/problems in our knowledge base.
  • Properly escalate unresolved issues to internal teams, such as software developers.
  • Train customers on the use of Decisions, including setting up and leading targeted training sessions on topics like SSO, OAuth, and repository interaction.
  • Investigate, test, and submit product defects to the engineering team for resolution.
Requirements
  • A.S./B.S./B.A. in Engineering, Computer Science, Information Systems, Mathematics, or related technical experience.
  • Technically minded individual with logical thinking and problem-solving skills.
  • Excellent written and verbal communication skills, with the ability to communicate both internally and client-facing.


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