Technical Support Representative

2 weeks ago

Amarillo, Texas, United States Runbiz Full time
Job Overview

Position Title: Client Support Specialist
Department: Reactive Support Services
Employment Type: Full-Time Exempt
Reporting Structure: Reports to Service Manager
Supervisory Responsibilities: None
Work Schedule: Monday to Friday, 7:30 AM to 5:30 PM; on-call rotation may be required
Travel Requirements: Less than 10%
Compensation: Salary commensurate with experience

Role Summary

The primary focus of the Client Support Specialist is to ensure client satisfaction. While resolving technical issues is a vital aspect, the core responsibility lies in managing client expectations effectively. This position serves as the initial point of contact for clients and represents the company. Client Support Specialists will engage with every client and interact with various technologies, making this role essential to the organization.

To excel in this position, the Client Support Specialist must possess a strong passion for client communication and problem-solving. They should derive motivation from the satisfaction of clients whose issues have been resolved, alongside maintaining clear communication throughout the process. It is crucial for the Client Support Specialist to take pride in being the preferred contact for clients seeking assistance.

Key Responsibilities:
  • Establish clear expectations for each service request.
  • Promptly address and resolve reactive service challenges.
  • Advise on best practices and automation solutions.
  • Document all actions taken within the service request.
  • Maintain and update the documentation library.
  • Escalate issues to the appropriate resources when necessary.
Performance Expectations:

Success in this role will be evaluated based on the following criteria:

  • Clients appreciate the support experience and provide positive feedback.
  • Achievement of targets set in the company’s performance dashboard.
  • Less than 10% of service requests require escalation.
  • Continuous growth in both technical expertise and business understanding.
  • Consistent management of client expectations throughout the support process, ensuring swift issue resolution.
Qualifications:
  • Comprehension of the role's essence.
  • Possess the motivation, capability, and willingness to fulfill job requirements.
  • Adhere to core company values:
    • Kindness: Caring, respectful, and patient.
    • Integrity: Honest, reliable, and principled.
    • Excellence: Committed to learning and managing expectations.
    • Servant Leadership: Humble, helpful, and positive.
    • Teamwork: Collaborative and supportive of colleagues.
  • Ability to perform under pressure and meet deadlines while maintaining a positive demeanor.
  • Enjoyment in working with clients.
  • Strong ethical standards and respect for others.
  • Effective oral communication skills.
  • Proficient written communication skills, with attention to detail.
Education and Experience:
  • Bachelor's degree preferred in IT or a related technical field.
  • Minimum of 2 years of experience in a technical support role preferred.
  • Relevant IT industry certifications, particularly from Microsoft, are advantageous.
Technical Skills:
  • Proficient in troubleshooting PC applications, connectivity, and printing issues.
  • Skilled in Microsoft Office Suite (Word, Excel, PowerPoint).
  • Familiarity with popular email systems (Office 365, Gmail).
  • Basic understanding of technology infrastructure, networks, connectivity, security, and common business software applications.
Physical Requirements:
  • Ability to read, comprehend, type, and communicate clearly in English.
  • Prolonged periods of sitting and working on a computer.
  • Typing speed of 50+ words per minute.
  • Occasional lifting of PC and server equipment.
  • Consistent punctuality and attendance.

The above statements are intended to outline the general nature and level of work performed by individuals in this role. This is not an exhaustive list, and responsibilities may evolve based on business needs.

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