JOB TITLE: Technical Support Specialist
DEPARTMENT: Customer Success
REPORTS TO: Director of Customer Success

SUMMARY:

The Technical Support Specialist ensures that customer needs are promptly addressed by responding to customer requests, questions, and concerns in a timely and accurate manner, while exercising the highest level of service and quality. The Technical Support Specialist’s duties include:

Technical Support:

  • Assist internal and external customers with software issues and needs via phone, email, chat and web demonstrations
  • Meet established service level agreements
  • Troubleshoot, reproduce and report issues to IT and Development teams
  • Provide insights to the manager as to common client issues, questions, and feedback
  • Measure, analyze, and report on the Key Performance Indicators (KPIs) for continual improvement of customer support processes
  • Maintain customer confidence and protect operations by keeping information confidential
  • Take on special projects as assigned

Technical Documentation

  • Develop concise, well-written, step-by-step instructions for features of the software. Coordinate and produce instructional videos for select software features
  • Continually review and improve materials based on software changes.

Required Qualifications And Skills

  • Excellent written and verbal communication skills
  • Customer service experience
  • Software support experience
  • Ability to interpret and communicate complex technical information to others
  • Exceptional grammar, punctuation, and spelling
  • Ability to think creatively and critically
  • Can handle multiple tasks simultaneously with strong follow through
  • A can-do attitude

This job description is not exhaustive and the job holder may be required to undertake additional duties from time to time to ensure the smooth running of the department