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Product Support Specialist

1 month ago

Austin, Texas, United States RIT Solutions, Inc. Full time
Job Summary

We are seeking a highly skilled Product Support Specialist to join our team at RIT Solutions, Inc. The ideal candidate will have a strong background in help desk services and a proven track record of resolving technical issues in a complex system environment.

Key Responsibilities
  • Provide exceptional customer service to external users of the Texas Unified Licensure Information Portal (TULIP) system, responding to calls and resolving incidents in a timely and efficient manner.
  • Document all interactions in HHSC's BMC Helix system, ensuring accurate and up-to-date records of customer issues and resolutions.
  • Collaborate with program and IT support organizations to resolve complex technical issues, escalating as necessary to ensure resolution within agreed-upon service levels.
  • Contribute to the development of process and procedures documentation, proposing updates to ensure future calls can be handled more efficiently.
Requirements
  • 4+ years of experience in help desk services, with a strong background in technical support and customer service.
  • Proficiency in help desk software, including ticketing systems and knowledge bases.
  • Ability to troubleshoot technical issues in a complex system environment, with a focus on password resets, network connectivity, and other common technical issues.
  • High-level knowledge of information technology systems and best practices, with a focus on Microsoft O365 applications and SharePoint Lists.
  • Strong customer service orientation, with patience and empathy for frustrated or confused users.
  • Experience with call handling and customer service software, with a focus on Remedy/BMC Helix.