Technical Support Specialist
3 weeks ago
Job Title: Technical Support Representative
About the Role:
We are seeking a skilled Technical Support Representative to join our team at Aquila Software Group. As a Technical Support Representative, you will be responsible for providing top-notch support to our clients, ensuring their Freedom product is running smoothly and efficiently.
Responsibilities:
- Provide support for our Freedom SIS product by identifying problems, researching answers, and guiding our clients through corrective steps towards resolving the issue.
- Take incoming client support requests (through phone and our help desk application).
- Provide hands-on support to troubleshoot errors via remote connection to the client's machine.
- Train clients in the operation of the Freedom SIS product.
- Respond to all service requests within a timely manner, follow up and clearly document all cases in our support portal.
- Demonstrate excellent customer service skills by being empathetic and actively listening to customer pain points.
- Improve software functionality by identifying and escalating any problems found in the software to our Tier 3 support team.
- Participate in weekly team meetings, daily stand ups and provide input on improving processes and be actively involved in fostering team growth and productivity.
Requirements:
- Good organizational and time-management skills.
- Strong Problem solving skills and independent decision making skills.
- Ability to communicate technical information to nontechnical audiences.
- Proficient in Windows 7 or above.
- Network + and/or A+ Certification preferred.
About Aquila Software Group:
We believe in a positive corporate culture stressing excellence, innovation, work-life balance and personal and professional development. We promote equal employment opportunities for all and welcome applications from people with disabilities and accommodations are available on request.
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