Job Description

SUMMARY 

The Technical Product Support Specialist is responsible for troubleshooting and resolving customer related issues with our flagship product, Connect. This person is expected to identify, research, and resolve technical and process related problems as required. This is a frontline, internal customer facing role, performing in-house and remote troubleshooting. This position will require a highly technically skilled individual that is able to resolve more complex problems. Excellent communication skills, a positive and helpful attitude, a strong technical aptitude, and the ability to suggest creative process improvements are essential. 

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

• Work with customers to receive and respond to incoming Tier 1 and 2 support requests 

• Troubleshoot and resolve technical problems with data transfers, APIs, file processing and escalate issues to development teams when necessary 

• Prioritize and manage ticket lifecycle and communicate to client, vendor, or internal teams about issues, analysis, findings, resolution and future preventative measures/fixes 

• Provide basic systems support including systems monitoring and researching application error and make recommendations to improve business applications and systems 

• Communicate with customers across phone, email, chat and/or social media to deliver excellent service, problem solve their issues, and answer product questions to a non-technical audience 

• Translate internal product documentation, technical-speak and troubleshooting steps for business users 

• Document customer requirements and systems 

• Serve as the customer’s advocate to push fixes through with the Product/Dev teams 

• Drive to ensure internal and external / contractual SLA metrics are met 

• Author knowledgebase articles for internal and external use

MINIMUM QUALIFICATIONS: 

• Associate degree in Computer Science, Information Systems; or at least 1-3 years of experience supporting and troubleshooting PC, Mac, printer connectivity, and other office software products; or equivalent combination of experience, training and/or education. 

• 1-3 years professional experience in IT Help Desk related role 

• 1-3 years using and administering trouble ticketing system 

• Strong phone etiquette and active listening skills 

• Ability to stay calm when customers are stressed or upset 

• Excellent written and spoken English communication and social skills with both internal and external Customers. 

• Excellent problem-solving skills, including the ability to define problems, collect data, establish facts and draw valid conclusions. 

• Commitment to excellence and continuous improvement 

• Strong organizational skills; able to manage priorities and workflow 

• Ability to work independently and as a team member 

• Versatile, flexible, and a willingness to work within constantly changing priorities with enthusiasm 

• Background in development, coding, systems management preferred