Technical Support Specialist - Remote within the United States

Provides technical assistance and customer support through phone and email. Resolves product and system issues through effective communication, troubleshooting and diagnosis, to include resolutions such as brief product overviews and/or referrals to available training resources.

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Work hours for this role are Monday-Friday, 8am-5pm EST.

Employment sponsorship is not available for this position. All eligible candidates must be authorized to work in the United States for any employer.  

Key Responsibilities

• Serves as the first point of contact for customers seeking technical assistance over the phone or email.
• Performs remote troubleshooting through diagnostic techniques and pertinent questions.
• Serves as a technical subject matter expert to internal and external customers.
• Installs data uploading and integration tools through remote access of customers computer (EUT/Data pumps).
• Walks customers through the problem-solving process.
• Directs unresolved issues through the escalation process, including providing status updates to customers.
• Participates in project assignments including product launch support, identifying workflow efficiencies and revenue retention initiatives

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Education

• Requires a high school diploma or GED (General Educational Development).

Experience

• Requires a minimum of one (1) year of educational training or work experience in the fields of computer information systems or technical support. Must also be able to demonstrate the following skills and abilities:
• Moderate experience with Microsoft Outlook and Excel.
• Comfort working with computers (making changes in system folders, remote accessing customer computers and product troubleshooting).
• Effective communication and interpersonal skills.
• Ability to input customer information into a CRM (Customer Relationship Management) system.
• Attention to detail when interacting with customer data and systems.