PSP Technical Support Specialist

4 weeks ago

Phoenix, Arizona, United States Texcelvision Full time
Job Description

Texcelvision is seeking a skilled PSP Technical Support Specialist to join our team. As a key member of our computer network operations team, you will provide technical support to our customers by applying a broad understanding of computer systems products and services.

Key Responsibilities:

  • Assist users navigating the public service portal, answering questions, and providing step-by-step guidance for accessing services, submitting forms, or completing transactions.
  • Troubleshoot technical issues related to portal access, such as login problems, browser compatibility, and system errors, and provide solutions or escalate to technical teams if necessary.
  • Help users create, track, and update service requests or applications submitted through the portal, ensuring all required information is provided and processed correctly.
  • Assist users with account-related issues, such as password resets, registration, and updating personal information.
  • Accurately document all user interactions, issues, and resolutions in a ticketing management system.
  • Monitor the performance of the public service portal and report any downtime, errors, or system failures to the relevant technical teams.
  • Escalate unresolved or complex technical or service-related issues to the appropriate department or higher-level support teams.
  • Ensure all interactions comply with privacy policies and data protection regulations, safeguarding user information.
  • Assist in training new helpdesk operators, sharing best practices, technical knowledge, and customer service techniques.
  • Collaborate with other business units to ensure seamless resolution of cross-departmental issues and ensure users receive comprehensive assistance.
  • Generate reports on user interactions, service requests, technical issues, and resolution times to help assess the portal's performance and improve service delivery.

Requirements:

  • Knowledge of the principles, capabilities, and operation of modern data processing systems and software.
  • Basic computer components and data communications terminology.
  • Problem escalation procedures.
  • Ability to provide excellent and courteous customer service, even in high-stress or contentious situations.
  • Perform detailed keyboard work with a high degree of accuracy.
  • Follow detailed verbal and written instructions.
  • Establish and maintain cooperative relations with customers, vendors, and other personnel.
  • Use good judgment and caution to ensure computer procedures are executed properly.
  • Communicate effectively both orally and in writing with Department employees and customers.
  • Apply problem-solving techniques and adopt an appropriate course of action.
  • Complete work activities using established procedures and guidelines.
  • Operate computer/network equipment.
  • Complete work activities with minimal supervision.
  • Take responsibility for actions.

Preferred Qualifications:

  • Experience in computer or data processing concepts.
  • Successful completion of the examination process.

Education Requirements:

  • Any combination of education, training, or experience that provides a general knowledge of computer or data processing concepts.
  • Successful completion of the examination process.

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