Technical Support Specialist Jobs

As a Technical Support Specialist in Tideworks' Service Center, you will provide high quality, technical software support to end-users in-person, over the phone, by e-mail, by instant message, or by the ticketing system. Your customer service mindset and excellent customer service skills will be leveraged in recognizing customer competency level and communicating accordingly to provide solutions and answers to their questions. Each and every day, you will serve as the first level of contact for our customers and will provide needed support and services, both remote and onsite fashion while applying professional program standards and processes and meeting OKRs.

• Implement and monitor the use, privacy, and confidentiality policies of Tideworks and our clients.
• Create, update, and maintain documentation for all relevant activities.
• Participate in all user provisioning activities, procurement, voice requests and maintaining and monitoring all assets.
• Provide software support for Microsoft Windows, Microsoft Office, common desktop applications, and TW developed applications, including feature and function usage.
• Provide administrative support, such as updating user account information, unlocking accounts and addressing password issues, as needed.
• Drive towards successful first-call resolutions to metrics.
• Document, track and monitor reported incidents to ensure timely resolution.
• Maintain professional relationships with Tideworks customers and affiliates.
• Log issues, diagnose and resolve problems and escalate problems to the appropriate level.
• Manage, monitor, and prioritize daily flow within the ticketing system, email and phone queues to meet service levels.
• Create and manage against OKRs.

• Associates degree or equivalent work experience.
• Experience supporting mobile devices, Dell, HP, and Microsoft Office platforms a plus.
• Familiarity with ITIL Service Delivery methodologies including problem and incident management a plus.
• Ability to demonstrate empathy, compassion, and a sincere interest in the customer's needs and exercise good judgement when evaluating situations to provide the appropriate response.
• Experience working with Microsoft Windows desktop operating systems, Microsoft Office suite of products, desktop hardware, and mobile devices.
• Ability to articulate and speak clearly on the phone to customers and clients.
• 2+ years' experience in providing technical customer support in a Service Desk environment, with experience supporting Microsoft products and desktop computers and mobile devices a plus.
• Experience supporting technology in the transportation or logistics industry a plus.
• Flexibility, the willingness and aptitude to learn, and the ability to work well individually or in a team setting under pressure is necessary.

Key Knowledge, Skills & Abilities:

• Basic knowledge of developing and interpretating process flow diagrams, and overall network design and implementation.
• Demonstrated ability to anticipate, identify and define problems and seek root causes and to develop and implement practical and timely solutions.
• Demonstrated ability to assert ideas and persuade others to gain support across a matrixed organization.
• Ability to tailor questions and instructions to a customer's competency level, communicate technical information to diverse audiences orally and in writing in an easily understood, authoritative and actionable manner and to document technical knowledge in the form of manuals and SOPs.
• Proven ability to multitask in an everchanging customer driven environment and manage several open issues at one time that span different levels of context.
• Deep knowledge of helpdesk ticketing systems, enterprise products, services or solutions, and service level agreements.
• Proven ability to communicate effectively with customers and clients from issue initiation through to completion and follow up.
• Basic knowledge of diagnostics, monitoring tools, remote desktop applications & virtual environments.
• Proven ability to research to diagnose appropriate solutions, to follow standard procedures for escalation, and to prepare accurate and timely reports.

Work Environment:

• Exposure to computer screens.
• The noise level in the work environment is usually moderate.
• Required job duties are normally performed in a climate-controlled office environment, or remotely from home.

Tideworks is committed to making our employees feel welcome and respected. Our team is unique and our approach successful because we have fostered an environment that values varying backgrounds, perspectives, and experiences and takes pride in how the collective delivers value to our customers and partners.

A truly diverse workforce is the outcome of treating people right. Each team member is responsible for creating, maintaining, and enhancing our work culture through collaboration and empathy – as culture doesn't happen without conscious effort. At Tideworks, we expect all employees to treat one another with respect and kindness, no exceptions, or excuses.

We are an Equal Opportunity Employer