Technical Support Specialist

2 weeks ago

Richmond, Virginia, United States Apex Systems Full time

Job Title: Technical Support Specialist

Location: Remote (Local candidates preferred)

Contract: 6 months or longer

Shift: Monday to Friday, 1:00 PM - 10:00 PM

Job Overview

The Technical Support Specialist is tasked with addressing initial reports of technical issues or requests. The Specialist aims to resolve as many inquiries as possible during the first interaction before escalating to a more advanced support team. All communications will be meticulously recorded in the IT Management System, including the status of incidents, solutions provided, and appropriate categorization.

Key Responsibilities

  • Deliver high-quality technical support and guidance for incoming inquiries related to computer systems, software, hardware, and technical business processes.
  • Efficiently troubleshoot and resolve common technical issues and frequently asked questions.
  • Accurately document all customer interactions and system communications in the Service Desk ticketing system, ensuring proper routing and escalation of issues.
  • Meet or exceed team metrics for attendance, call handling, and quality assurance.
  • Provide exceptional customer service through various communication channels, ensuring accurate information and thorough documentation of customer needs or issues.
  • Follow established policies and procedures for problem identification, documentation, routing, escalation, and resolution.
  • Maintain a professional demeanor in all interactions and ensure effective communication.
  • Report undocumented issues and solutions to contribute to the team's knowledge base.

Qualifications

  • At least 1 year of experience in a technical support or help desk role.
  • Minimum of 1 year of experience troubleshooting PCs running Microsoft Windows operating systems.
  • Prior experience in customer service via telephone is essential.
  • Excellent verbal, reading, writing, and comprehension skills are required.
  • Familiarity with computer systems and basic networking concepts is necessary.
  • Experience with Microsoft networking and file sharing is advantageous.
  • Ability to manage multiple tasks, handle conflicts effectively, and provide hands-on assistance to customers as needed.
  • Proficiency in MS Office applications is a plus.
  • Availability for on-call duties as required.
  • Capability to lift approximately 20 lbs., or more if necessary for job functions.

Work Standards

  • Compliance with all company policies, rules, and procedures is mandatory.
  • Ability to work well with others and independently.
  • Capacity to perform under tight deadlines in a high-volume environment with competing priorities.
  • Ability to read, interpret, and comply with written information and documents, including safety rules and operational manuals.

Physical Requirements

The physical demands outlined here are representative of those that must be met by an employee to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

While performing the duties of this position, the employee is regularly required to communicate verbally and audibly. Specific vision abilities required include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus. The employee frequently sits and uses hands to operate computers and standard office equipment. Occasional standing, walking, lifting, twisting, turning, and reaching with hands and arms may be required. The employee must be capable of lifting a minimum of 20 lbs., or more if necessary for job functions.

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