Technical Support Specialist

United States·Janesvillemid

Customer SupportTechnical Support Specialist

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Quick Summary

Key Responsibilities

Monitor production systems, operational workflows, dashboards, alerts, and work queues to ensure timely processing and service delivery.

Requirements Summary

Required Qualifications: Associate degree in Information Technology, Business Administration, Computer Information Systems, or a related field; or equivalent combination of education and experience.

Technical Tools

Customer SupportTechnical Support Specialist

Responsibilities

~1 min read

→Monitor production systems, operational workflows, dashboards, alerts, and work queues to ensure timely processing and service delivery.
→Troubleshoot and resolve routine operational and application-related issues using established procedures and support documentation.
→Perform daily operational support activities to maintain service levels and operational effectiveness.
→Review system activity, operational reports, and workflow queues to identify exceptions, processing delays, and recurring issues.
→Escalate complex incidents and production issues to appropriate technical or operational teams while maintaining communication and follow-up through resolution.
→Collaborate with business and technology teams to resolve production-related issues.
→Create, maintain, and update process documentation, knowledge base articles, troubleshooting guides, and standard operating procedures.
→Document incidents, service requests, issue resolutions, and operational activities in designated tracking systems.
→Assist with testing, validation, and implementation activities associated with system enhancements, process improvements, and production releases.
→Support operational reviews by providing information regarding recurring issues, service impacts, and workflow observations.
→Identify and communicate opportunities to improve operational efficiency, service quality, and process consistency.
→Adhere to established operational procedures, service level agreements, security requirements, and company policies.

Requirements

~1 min read

Associate degree in Information Technology, Business Administration, Computer Information Systems, or a related field; or equivalent combination of education and experience.
0–3 years of experience in operations support, help desk, customer support, technical support, or a related role.
Strong analytical and problem-solving skills.
Ability to learn new systems, applications, and business processes quickly.
Strong written and verbal communication skills.
Ability to manage multiple priorities in a fast-paced environment.
Proficiency with Microsoft Office applications, including Excel, Word, and Outlook.
Strong attention to detail and organizational skills.

Bachelor’s degree in information technology, Business, Computer Science, or a related discipline.
Experience working with ticketing systems or service management platforms.
Exposure to production support, application support, or operational monitoring environments.
Basic knowledge of databases, SQL, reporting tools, or system monitoring tools.