Tech Support Specialist

Job Description

• Diagnose and troubleshoot technical issues, including heavy android application support • Track calls to resolution, within agreed time limits • Talk customers through a series of actions, either via phone, email or chat, until they’ve solved a technical issue • Properly escalate unresolved issues to appropriate internal teams (e.g. Tier 2, manager or other) • Provide prompt and accurate feedback to customers and log cases in Salesforce • Document technical knowledge in the form of Knowledge Base articles within Salesforce • Maintain courteous and professional relationships with clients • Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users) • Update our internal databases with information about technical issues and useful discussions with customers • Share feature requests and effective workarounds with team members • Gather customer feedback and document using company tools

Qualifications

• Proven work experience as a Technical Support Representative, Desktop Support Engineer, IT Help Desk Technician or similar experience • Good understanding of computer systems, mobile devices and other tech products • Ability to diagnose and troubleshoot basic technical issues • Familiarity with remote desktop applications and help desk software (eg. Salesforce) • Ability to provide step-by-step technical help, both written and verbal • Experience using help desk software and remote support tools • Excellent communication and problem-solving skills • Ability to work well under pressure • Flexibility to potentially work shift hours

Benefits

• Medical, dental, and vision insurance • Short-term and long-term disability insurances • AD&D and life insurance • 401k plan • Paid vacation, sick leave and holidays • Six weeks of paid parental leave