Job Details

Join to apply for the Technical Support Specialist role at Pedigree Technologies

Pedigree Technologies provided pay range: $18.00/hr - $21.00/hr

Job Summary

The Technical Support Specialist serves as liaison between operations and customers during the post-sales phase of the sales cycle. This role is accountable for new account setup, testing, training and implementation of Pedigree Technologies solutions in order to meet contract specifications. This position serves as the intermediary between development and clients for upcoming implementations, system testing and client training. This individual provides first level technical support including problem diagnosis and resolution, setup and management of customer software, and telephone, email, and one-on-one technical support.

Knowledge And Skills

• Minimum Associate's degree or combination of education and experience.
• Technical support experience preferred.
• Previous use of call center phone systems preferred.
• Excellent communication skills both written and verbal.
• Ability to stay calm under pressure.
• Excellent teamwork skills and strong customer service methodologies.
• Ability to work collaboratively with others both internally and externally.
• Proven multi-tasking, prioritization, organization and coordination skills.
• Proficient in Excel, Outlook and Word with the ability to learn our solutions within three months.
• Basic mechanical aptitude or general mechanical knowledge a plus.
• Spanish language skills a plus and paid at a higher rate.

Job Responsibilities

• Consult with users to determine and resolve hardware and software issues.
• Perform data analysis and troubleshooting to isolate and diagnose client technical issues.
• Provide telephone, e-mail and network alert response and utilize CRM and ticketing system to document and track open problems, billable time, and contracted time.
• Responsible for keeping customer systems documentation up to date.
• Provide detailed and effective communication to internal team. Follow escalation process for ongoing customer issues.
• Work directly with vendors to identify solutions and actively apply those solutions for improving the client's infrastructure.
• Continuously strive to improve client support by identifying opportunities and recommending solutions for improving services efficiency and effectiveness.
• Monitor customer networks via internal reporting tools; help resolve network and system problems, perform break-fix troubleshooting on client systems.
• Utilize established script to use for customer calls.
• Verify, document and create software bug reports for development team.
• Routinely updates customer databases with key points to ensure open communication with all internal departments to ensure ongoing customer focused initiatives are achieved.

Seniority level

Entry level

Employment type

Full-time

Job function

Information Technology

Pedigree Technologies is an equal opportunities employer and welcomes applications from diverse candidates.