Technical Support Specialist
2 weeks ago
The Technical Support Specialist will provide expert first/second-level phone and email application support, training, and consultative services to internal customers who utilize proprietary web-based applications.
Key Responsibilities:
- Support proprietary applications
- Responsible for capturing all reported issues via a case management system, analyzing internal customer needs, troubleshooting, and resolving issues utilizing technical and analytic skills and available knowledge base.
- Escalate unresolved cases to second and/or third-level teams based on our Service Level Agreement and follow through to completion, timely communicating progress to customers.
- Responsible for learning and maintaining product knowledge, identifying trends, and contributing to customer satisfaction and organizational success by collaborating with internal resources to deliver solutions that exceed customer expectations and minimize internal/external customer impact.
Requirements:
- Education: Bachelor's degree preferred;
- 3-5 years of technical Help Desk experience required.
- Experience in troubleshooting web-based applications
- Commitment to service the customers' needs
- Demonstrated strong customer service skills
- Demonstrated technical and analytical skills
- Ability to troubleshoot technical issues via the telephone
- Responsive and result-oriented
- Knowledge of various OS Platforms and Networks
Qualifications:
- Experience level: Experienced
- Minimum 3 years of experience
- Education: Bachelors
Skills:
- Helpdesk (3 years of experience is preferred)
- Salesforce ticketing system
- OS platforms
Equal Opportunity Employer: Randstad Digital is an equal opportunity employer and welcomes people of all abilities. If you require a reasonable accommodation to make your application or interview experience a great one, please contact us.
Benefits: Randstad Digital offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).
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