Technical Support

Uniontown, OH | 12 Months

Post Date: 05/01/2017 Job ID: DBDJP00000346 Industry: Other

Description

As a Technical Support Specialist with Client, Incorporated you will be responsible for performing user, operational, and technical support via telephone, email, internet, and intranet. Client associates and external customers in a 7-day week 
operation. The position serves as an escalation point for other help desk associations and special customer needs. 
Some essential functions of the position include: 
• Process support request from Client customers, Client field service associates, and primary electronic request from 
Client Self Service Terminals. 
• Provide troubleshooting and assistance as needed which will include setup and configuration, documentation, and 
operational guidance. 
• Follow procedures and department processes to record initial call information, steps taken toward resolution, and final 
resolution into department’s Call Management System. 
• Escalate calls to senior staff members upon determination that problem exceeds level of experience. 
• Act as technical resource for help desk associate and other organizations. 
• Assist in developing and maintaining solutions in knowledge based systems. 
• Assist with projects or other duties assigned by supervisor. 
• Detail, goal, and process oriented. 
Qualifications - External 
Qualifications 
• Bachelor’s degree in technology-related; or 3-4 years related experience and/or training in a technically oriented
customer service department; or equivalent combination of education and experience 
• Must be able to satisfactorily perform all duties of technical support specialist 
• Ability to read, analyze, and interpret product documentation and technical procedures 
• Ability to provide clear written communication about technical responses to issues 
• Ability to work with little supervision and make independent decisions 
• Ability to effectively present information and respond to questions from managers, customers, and the general public 
• Demonstrate analytical and problem solving skills, and good organizational skills 
• Must be able to function in a team environment 
• Must be dependable and have ability to adapt to a continuously changing environment

 


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