Technical Support Specialist

General Summary:

The Technical Support Specialist I is responsible for assisting our partners in diagnosing and resolving a partner’s product issues or questions. This role works in partnership with cross-functional teams to troubleshoot, resolve, and document issues, getting partners back on track to having a positive experience with our products.

Required Skills:

• Troubleshooting experience primarily in Windows, with secondary expertise in OSX and preferably in Android and iOS.
• Exposure to end user support for clients - IT OR MSP Space
• Proficient in the following skills:
• Problem Solving
• Critical Thinking
• Communication (verbal/written)
• Customer Service/Help Desk Support
• Networking

• Minimum Experience - 1 year, if someone has good communication and is a trainable resource we are comfortable with 6 months of experience

Preferred Skills:

• System Administration
• Windows/Mac OSX Server Administration
• Scripting
• SQL
• Advanced Networking and Firewall Configuration

Essential Duties & Responsibilities:

• Provides support to partners with a high attention to detail

• Researches, analyzes, and documents findings

• Interacts with partners to provide technical support via email, phone, chat, cases, and remote sessions

• Monitors backup, off-site, and critical service failure events

• Investigates and resolves reported failure incidents, escalating when necessary

• Maintains a knowledge base of our products and services and provides high quality technical support to partners during each interaction

• Contributes to written articles for internal and external knowledge base

• Identifies and escalates situations requiring urgent attention to appropriate teams

• Documents partner interactions, troubleshooting, and results in a clear and concise manner and accurately reports customer feedback to Engineering

• Handles assigned support cases

• Engages in the application of best practices per technical documentation and provides solutions based on diagnosis of the problem

• Communicates new release features and improvements to our partners that better their experience

Knowledge, Skills, and/or Abilities Required:

• Ability to work independently on projects and processes with close supervision

• Broad theoretical knowledge of applicable work area

• Ability to situationally adapt and understand new technology/processes as per partner requirement

• Strong customer service skills

• Strong desire to help our partners and peers

• Strong written and verbal communication skills

• Familiarity with backup technology

• Basic knowledge of virtualization and cloud technology

• Basic understanding of operating systems, such as Linux

• Interpersonal skills and willingness to work alongside multiple cross-functional teams

• Organized and strong attention to detail

• Preferred: Basic understanding of IT, professional services, CRM, and ERP mark

Educational/Vocational/Previous Experience Recommendations:

• Bachelor’s degree in related field or equivalent business experience

• 1+ years of relevant experience

• Preferred: Experience working in a technical, service-oriented position

• Preferred: Experience troubleshooting Windows and Linux servers