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Technical Support Specialist

Irth Solutions

Columbus, ohio


Job Details

Full-time


Full Job Description

Job Summary: The Technical Support Specialist often serves as the first point of contact for technical assistance to customers. They are responsible for providing prompt and efficient support while achieving exceptional customer service satisfaction, This role is responsible for diagnosing hardware and software problems, configuring systems, offering guidance on usage and escalating tickets and cases per departmental protocols. The specialist must maintain system functionality and adherence to all departmental procedures and meeting client SLAs, Requires some on-site training.

Key Responsibilities:

Customer Service:

  • Provide the highest level of customer service in all activities externally and internally that meets or exceeds department requirements.
  • Maintain a high level of communication with users to ensure their issues are understood and resolved.
  • Follow up with users to ensure problems are resolved and systems are functioning correctly.

Technical Support and Troubleshooting:

  • Promptly respond to user inquiries via phone queue, or email request
  • Diagnose and resolve issues recognizing demarcation of the customers IT policy or engagement.
  • Guide users through step-by-step solutions and document resolutions for future reference.

Logging and Tracking issues:

  • Manage Freshdesk case volumes per policy, primary focus on phone resolution
  • Answer calls within 3 rings
  • Obtain clear reason for call, expected result, actual result and ticket example
  • Work cross-functionally with internal teams to meet SLA, SOW and company standards as determined by department leadership

Documentation and Reporting:

  • Maintain accurate records of support requests and resolutions.
  • Develop and update guides, and KB technical documentation.

Requirements

Qualifications:

Physical Requirements/ Working Conditions:

Benefits

  • Become an integral part of a dynamic, growing company that is well respected in its industry. 
  • Highly competitive salary  
  • Generous medical, dental, & vision insurance coverage  
  • 401k + company match  
  • Unlimited PTO policy 8 company-paid holidays  
  • The salary range for this position begins at $55k

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