Technical Support Specialist I
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
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Technical Support Specialist I
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