Technical Support Specialist

2 weeks ago


Dubuque, Iowa, United States Eagle Point Software Full time
Job Overview

The Technical Support Specialist plays a crucial role in assisting the Customer Success and Product Development teams with various technical inquiries from clients. This position is responsible for managing daily technical requests and activities, including conducting customer training sessions. The Specialist will also engage in product evaluation and contribute to the development of eLearning resources related to the product.

Key Responsibilities

  • Enhancing the implementation process by delivering technical assistance and customer education
  • Guiding clients through Active Directory synchronization, SSO configuration, and other technical processes
  • Developing and updating training videos, documentation, and course materials to support the Pinnacle Series platform
  • Taking ownership of product evaluation in collaboration with the product development team
  • Diagnosing and recording customer support inquiries
  • Prioritizing and escalating issues as necessary
  • Identifying customer concerns and effectively communicating the subsequent steps to address them
  • Providing technical assistance and training for our Partners
  • Serving as a Subject Matter Expert (SME) for Pinnacle Series

Qualifications

  • Associate or bachelor's degree
  • Experience in technical support
  • Experience in customer-facing training
  • General knowledge of IT
  • Ability to manage multiple clients and implementation projects concurrently
  • Outstanding communication and presentation abilities
  • Positive attitude and high energy
  • Capability to thrive in a deadline-driven environment
  • Strong organizational skills with a keen attention to detail necessary for accurate execution of all tasks
  • Self-motivated and able to work independently
  • Proficient in Microsoft applications
  • Availability for early morning or late evening calls and remote meetings to accommodate global operations

Physical Requirements

  • Ability to remain in a stationary position, frequently standing or sitting for extended periods
  • Effective communication with others to share information
  • Repetitive motions involving wrists, hands, and/or fingers
  • Average hearing and visual acuity
  • Capability to use a phone and computer
  • Willingness to travel


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