Technical Support Specialist

• • Provide technical support for customer software applications, including proprietary software, email and website support  

• Sign into the email, phone, and chat queues and take calls or emails as assigned and respond to customer requests in a timely and accurate manner  

• Initiate, update, track and close tickets through work order system  

• Complete and maintain all required paperwork, records, documents and tech support logs according to established procedures  

• Recognize, document and alert the supervisor of trends in customer calls and issues  

• Escalate complex issues to appropriate staff  

• Recommend process improvements  

• Perform additional responsibilities as assigned  

You’ll thrive in this role if you have: 

• Associate's degree in computer science or related field.  
• Minimum of 3 years computer and software service experience in a fast-paced business environment.  
• Minimum of 2-3 years supporting customer applications via phone in technical help desk environment.  
• Working knowledge of HTML, CSS / LESS or SASS, JavaScript, jQuery, and including concepts like layout design, cross browser compatibility, and accessibility  
• Working knowledge of website design, mobile-first and responsive web design, and CSS frameworks such as Bootstrap and flexbox  
• Basic understanding of Windows folder and registry structure  
• Basic understanding of DNS records and domain names  
• Intermediate in Microsoft Office suite (Outlook, Word, Excel, CRM, etc.)