Job Description

Job Description

Job Title: Technical Support Specialist, Level I

Department: Customer Support

Exemption Status: Exempt

Reports To: **** Technical Support Manager ****

Summary of Responsibilities:

• Ensure customer satisfaction by responding to support inquiries in a timely and professional manner.
• Clearly document customer issues in Salesforce, including report samples, screenshots, and noting details of the work performed.
• Monitor down system alarms and troubleshoot problems in a timely manner.
• Apply diagnostic techniques to identify common problems, investigate causes, and recommend solutions.
• Escalate complex issues to Customer Support Level II via Calendly invitations.
• Work to develop technical abilities and product knowledge to further our support goals.
• Serve as the liaison between customers, partners, and ISI staff on the status of support cases.
• Open sales leads to increase revenue opportunities for the ISI team.
• Responsible for onboarding new members of the Support Team

Essential Duties/Responsibilities:

• Will be required to work flexible hours based on Customer Support business hours which are Monday through Friday from 7:00 AM to 6:00 PM Central time.

• Answer the Technical Support Line, emails, and web generated support cases.

• Accept support cases per guidelines by opening a Support Case and properly identifying the requester, ISI products involved, support coverage, and support priority. Notifies customer if their support agreement has lapsed and opens and sales lead which in turn initiates a conversation between our Renewals Team and the customer.

• Answer questions and provides technical assistance as able based on complexity of customer request. It is expected that “Level I” support questions will be handled by the Customer Assistance Specialist.

• Provide assistance to troubleshoot, diagnose, and/or gather information to allow for resolution of a software problem.

• Encourages customers to start the problem-solving process themselves by making suggestions for corrective action.

• Provide sales leads to increase revenue opportunities for the company, according to the stated sales lead goal assigned based on product, position, etc.

• Assists in the training and development of fellow ISI associates.

• Provide feedback as needed to improve internal procedures and documentation.

• Responsible for ongoing Rate Table/Jurisdictional, and license key maintenance.

Specific Hiring Characteristics/Targets:

• Strong empathy for customers and their success
• A commitment to excellence and continuous improvement
• A positive and engaging personality that connects easily with customers and works well cross-functionally

Education and Minimum Experience Required:

• High School Diploma (or GED)
• 2 years customer support experience in software-based industry
• Technical problem-solving ability
• Solid communication skills and decision-making abilities ****

Competencies:

• Basic technical support knowledge working in Windows environment.
• Microsoft Office (Excel, Outlook, Word, etc.)
• Current Microsoft Windows Operating Systems
• Customer-Support oriented
• Strong Interpersonal, verbal, and written communication skills
• Previous experience with Salesforce or Service Cloud a real plus
• Knowledge of general Telecommunication concepts
• Problem-Solving capabilities
• Strong time management skills

Why ISI?

• ISI offers a competitive base salary commensurate with experience and a bonus plan
• Flexible Work from Home Policy available
• Full benefits package including medical, dental, and 401k plans
• Generous Paid Time Off (PTO) policy to ensure a solid work/life balance
• At ISI we hire driven, dedicated individuals who want to be part of a team. Our working environment encourages employees to excel. We believe in rewarding our staff for exceptional work.

** ISI is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. ISI is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.**