Technical Support Specialist II in Tyler, TX at HumCap Recruiting

Date Posted: 4/1/2021

Job Snapshot

Job Description



Description:

Technical Support Specialist Tier 1-2 – Tyler, TX Our client is a growing Microsoft Service Provider (MSP) and IT Solutions Company currently seeking Tier 2 Technical Support Specialist. The first responsibility of this role is to solve our customers escalated problems in a professional and courteous manner. This role will assist the Customer Support Team in assuring the quality of work. Principal Duties and Responsibilities • Work closely with customer support team to ensure escalated issues are resolved in a timely manner • Act as point of escalation for Tier 2 support team questions or issues • Make outgoing calls to customers, partners, and staff to solve problems as needed • Provide onsite troubleshooting/repairs, workstation set-up when needed • Respond promptly to customer support escalations • Document all escalated cases (support emails/calls) using available reporting tools • Delegate cases and tasks as needed to all support tiers • De-escalate any upset customer interactions • Handle security changes for specified team members and customers • Work with management and other teams to ensure customer issues are handled quick and correctly Recommended

Qualifications • 5+ years’ experience in customer service or technical support • Experience in leading or managing support agents • Excellent verbal and written communication skills • Excellent analytical, problem-solving and organizational skills • Familiar with technology solutions and applications • Experience with troubleshooting the following: o Mobile Devices o Mac Operating Systems o Windows Desktop Operating Systems o Web based applications • Proficient in all Microsoft Office applications (Outlook, Excel, Word) • Knowledge and experience using component isolation based troubleshooting Preferred Experience • Office 365 • VOIP Phone Systems and Video Conferencing Systems • Mobile Device troubleshooting • Public speaking/ presentation experience