Technical Support Specialist

1 week ago

Winter Park, Florida, United States TEKsystems Full time
About the Role

We are seeking a Technical Support Specialist to join our team, providing first-level technical assistance to University End-Users and Education Affiliates.

The ideal candidate will engage with End-Users on behalf of our Information Media & Technology Department, answering phone calls, responding to cases/tickets, emails, chat messages, etc. They will also meet with End-Users virtually or in person to provide assistance when necessary.

Key Responsibilities
  • Provide outstanding customer service by maintaining a polite, professional, optimistic, empathetic, and professional tone at all times.
  • Communicate effectively, ask appropriate questions to gather information, multitask across various systems, call center applications, and handle a variety of media and content formats.
  • Maintain a working knowledge of University systems, sites, tools, applications, and resources, and feel comfortable helping with hardware/software installation, etc.
  • Aim to provide a "one call resolution" where possible by analyzing problems in order to determine the quickest and most effective ways to address an end-user's concerns.
Requirements
  • Approach customer interactions with a service-oriented mindset (demonstrating care).
  • Excellent verbal and written communication skills (grammar/professionalism, etc.).
  • Excellent interpersonal and customer service skills (effective listening skills, conversation skills, etc.).
  • Professional and pleasant telephone manner (tone and candor, etc.).
  • The ability to explain technical issues to both technical and non-technical team members or end-users.
  • Strong analytical and creative problem-solving skills.
  • Ability to grasp technical details, learn quickly, retain many layers of information, and utilize new programs/tools, etc.
  • Ability to type an average of 40 or more words per minute with a 95% average for accuracy.
  • Ability to multitask; respond to callers whilst creating detailed records outlining the situation, creating cases/tickets, etc. in a fast-paced call center environment.
What We Offer
  • An estimated salary range of $45,000 - $60,000 per year, depending on experience.
  • A comprehensive benefits package, including health insurance, retirement plans, and paid time off.
  • Opportunities for career growth and development in a dynamic and supportive team environment.
  • A flexible schedule with four (4) ten hour shifts each week and three days off.
  • The option to work from home with reliable secure internet access.

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