Technical Support Specialist Jobs

Job Title: Technical Support Lead

Duration: 6+ Months

Location: Atlanta, GA (Onsite Role)

• 5+ years of related work experience
• Ability to maintain positive attitude while working under pressure and strict timelines.
• Must have a strong technical capacity. Experience handling various hardware and software is required.
• Ability to triage the team's aged case load for proper resolution.
• Experience communicating complex customer issues to product teams.
• This role uses standard office equipment such as computers, phones, headsets, photocopiers, and fax machines.
• Working knowledge of MS Outlook, Word and Excel
• Working knowledge of Salesforce and reports.
• Must have excellent communication skills both verbal and written.

Responsibilities:

• Ensure proper follow-up, even when a problem has not been resolved, to ensure customer is kept apprised of issue status.
• Provide one-on-one and group training to existing agents on issue resolution.
• Maintain accurate documentation using support cases in Salesforce, and knowledge bases.
• Troubleshoot difficult problems with either the customer’s configuration, our software, or other vendor integration points.
• Maintain and innovate processes within the assigned team to improve team efficiency.
• Handle incoming technical support customer requests escalated by Sr Technical Client Service Reps by way of front-line support.
• Provide crisis management point of contact for all escalated customer issues and projects, especially in situations where customer satisfaction is at risk and special attention is needed to bring resolution.
• Close interface with Product Teams to communicate product issues and reproduce complex customer scenarios.