Technical Support Specialist
1 month ago
We are seeking a highly skilled Technical Support Specialist to join our team at Kelly Science, Engineering, Technology & Telecom. As a Technical Support Specialist, you will be responsible for providing exceptional customer service and technical support to our clients.
Key Responsibilities:- Field incoming help requests from end users via telephone, chat, and tickets in a professional manner.
- Assist with onboarding of new users and provide help desk support to resolve problems to the customer's satisfaction.
- Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
- Track and document the help desk request problem-solving process, including all successful, or unsuccessful decisions, and actions taken through to the final resolution.
- Test fixes to ensure problems are adequately resolved.
- Access software updates, drivers, knowledge bases, and various resources locally and on the internet to aid in problem resolution.
- Understand and identify appropriate software and hardware used and supported by the organization.
- Consistent use of privacy and security guidelines in modifying customer account information and sensitive data.
- Basic understanding of computer hardware and networks.
- Ability to download products/applications using various browsers (Edge, Chrome, etc.).
- Ability to think independently and solve problems while exercising good judgment.
- Excellent verbal communication skills in person and on the phone.
- Strong multi-tasking capabilities and ability to present technical information.
- Experience with software maintenance and testing.
- Ability and desire to work in a team call center environment.
- Bi-Lingual (English/Spanish).
- Basic knowledge of tax concepts.
- Previous experience preparing personal federal income tax returns.
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