Technical Support Specialist

2 weeks ago

Birmingham, Alabama, United States High Level Marketing | Digital Marketing Full time

Position Overview:

The Help Desk Support Associate is responsible for managing and resolving technical support inquiries received through various channels. This role involves prioritizing requests, troubleshooting issues, and documenting resolutions in a digital ticketing system. The Associate collaborates with team members to escalate complex problems to senior staff and specialists.

Key Responsibilities:

  • Deliver exceptional support in a customer-centric environment.
  • Respond promptly to incoming support requests and track their progress in the Help Desk system.
  • Ensure confidentiality of sensitive information and adhere to company policies.
  • Translate intricate technical concepts into clear, understandable instructions for users.
  • Conduct thorough analysis and provide detailed, step-by-step troubleshooting guidance.
  • Exhibit strong ownership of customer issues and ensure high levels of service.
  • Maintain regular communication with clients, offering updates and follow-ups to guarantee satisfaction.
  • Work proficiently with WordPress and other content management systems.
  • Perform additional tasks as required.

Required Skills and Qualifications:

  • Proven experience with WordPress is essential.
  • Familiarity with HTML, CSS, JavaScript, AJAX, PHP, and MySQL.
  • Experience with server-side scripting languages, particularly PHP.
  • Understanding of HTTP protocols.
  • Knowledge of object-oriented programming principles.
  • Ability to review, troubleshoot, and debug code effectively.
  • Capacity to learn new technologies quickly.
  • Excellent written and verbal communication skills, with the ability to collaborate effectively with colleagues and clients.
  • Meticulous attention to detail.
  • Results-driven with the ability to meet deadlines with minimal supervision.
  • Strong decision-making skills based on sound judgment.
  • Customer service-oriented with a professional demeanor.
  • Dedicated work ethic, consistently striving to exceed expectations.
  • Composed and supportive under pressure.
  • Familiarity with industry best practices.
  • Organized and capable of tracking commitments efficiently.
  • Promotes teamwork and aims for excellence.

Education and Experience:

  • A High School Diploma or equivalent is required. One year of coding experience, completion of a Coding Bootcamp, or current enrollment in a Computer Science program is preferred.

Benefits:

  • Competitive starting salary.
  • Opportunities for professional growth and development.
  • Comprehensive health benefits including medical, dental, and vision coverage.
  • Retirement plan with employer contributions.
  • Paid vacation and sick leave.
  • Flexible work arrangements and initiatives for work-life balance.
  • Paid parental leave for new parents.
  • A vibrant company culture that encourages engagement and fun.
  • And many more benefits to discover.

Work Environment:

This role will be performed in a standard office setting, involving extended periods of computer use and collaboration with colleagues. Physical requirements may include standing, walking, and lifting items up to 25 pounds.

Equal Opportunity Employer: High Level Marketing is committed to fostering a diverse workforce and providing equal employment opportunities. All applicants will be considered without regard to race, gender, sexual orientation, disability, or any other legally protected status.

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