Location: Corporate Office

Provide technical customer support by phone and email. Be prepared to support the customers’ ability to do business rather than simple software support. Job scope includes trouble-shooting and solving issues of diverse scope related to The Istation Program, multiple operating systems (Windows, iOS, Chrome and Mac) and networks. Problems can consist of login problems, network issues, etc. Qualified candidates must have good customer services skills and perfect grammar both written and verbal.

Job Responsibilities:

  • Provide first-level technical support for the program (via phone, email and web)
  • Respond to, and resolve, technical end-user service and support incidents and requests primarily surrounding connectivity, login and password resets
  • Resolve first-level issues while escalating complex and/or high priority problems to the appropriate support groups for resolution
  • Maintain high level of customer satisfaction
  • Take full ownership and control of a problem or issue with minimum supervision
  • Compose clear and concise issue/problem documentation with all required data
  • Communicate with customers at all levels of technical and non-technical skill sets
  • Follow-up with end-users to provide status updates as per service level guidelines
  • Exercise judgment within defined procedures/practices and determine appropriate action
  • Follow all standard operating procedures (SOP) through the effective use of Knowledge management
  • Work collaboratively with people across the organization
  • Manage priorities – ability to recognize and act on factors that create priorities
  • Meet monthly department goals for contacts-per-day, quality, knowledge and customer satisfaction
  • Thoroughly understand support principals and techniques related to job responsibilities
  • Show initiative and take an active leadership role

Job Requirements:

  • Working knowledge of Windows operating systems
  • Familiarity with MAC, iOS and Chrome operating system
  • Basic office skills (Word, Outlook, Excel, general database)
  • Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality
  • Solid analytical/cognitive skills and exceptional ability to troubleshoot complex and technical problems
  • Sound understanding of customer support, operations, and processes
  • Proven customer service management skills
  • Exceptional written & verbal communication
  • Strong desire and enthusiasm to serve customers
  • Ability to learn and effectively utilize Customer Support tools/resources
  • Proactive in learning new versions, products, modules

Additional Skills (not required, but a plus):

  • Previous teaching or instructing experience
  • Minimum of 1 year experience working in a IT Service Desk/ inbound Call Center environment
  • Associate’s(or equivalent) degree in Computer Science or Information Technology from a technical school preferred
  • Certification in relevant IT products / technologies a plus
  • Experience using Salesforce to manage and track cases preferred
  • Experience working with Databases (as a user)
  • Experience with Web Applications and the internet

In all of these tasks, focus on simplicity and thorough design. The design is intentionally open- ended.

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