Associate Technical Support Specialist

Insperity; Kingwood (WV); On-site; USD 42,000 - 62,000; Full time

Job summary

Insperity is seeking a technical support professional in the United States to provide ongoing remote support for Business Performance Solutions (BPS) to existing clients. You will answer calls, manage client records, and assist with email and chat support while diagnosing software issues and retraining users.

The role requires a Bachelor’s degree or equivalent experience, strong communication skills, and the ability to multitask in a fast-paced environment.

Qualifications

• Bachelor’s degree or equivalent experience required.
• Technical support experience preferred.
• Experience operating a multi-line telephone console is preferred.
• Excellent verbal and written communication with customers and colleagues.
• Ability to manage multiple tasks with minimal supervision.

Responsibilities

• Performs remote software support for clients on BPS solutions.
• Answering phones politely, efficiently, and directing calls appropriately.
• Maintaining client information in the Client Record Management system.
• Providing backup phone support for other Technical Support teams.
• Monitors email inboxes and provides excellent email technical support.
• Troubleshoot client software issues using diagnostics tools.
• Retrain clients on software and document interactions per incident.
• Escalate unresolved tickets following established guidelines.

Skills

Communication skills

Multi-tasking

Customer service

Technical troubleshooting

Telephone support

Written communication

Team collaboration

Education

Bachelor's degree or equivalent experience

Tools

CRM systems

Microsoft Windows

Apple macOS

Software diagnostics tools

Job description

Insperity provides the most comprehensive suite of scalable HR solutions available in the marketplace with an optimal blend of premium HR service and technology. With more than 90 locations throughout the U.S., Insperity is currently making a difference for thousands of businesses and communities nationwide.Behind our success is the unshakeable belief in the value of our people. We value diversity, inclusivity and a sense of belonging. We celebrate work and life events, and we partner with our clients and communities to make great things happen.We’ve earned recognition time and again as a top place to work—named among the best by respected organizations like Glassdoor and U.S. News & World Report. We’re also proud to be recognized for one of the country’s Top 50 Midsize Early Talent Programs through RippleMatch’s Campus Forward Awards. There’s never been a better time to be part of Insperity, and our best work is still ahead. Learn more at Insperity.com.Why Insperity?Flexibility: Over 80% of Insperity’s jobs have flexibility. We want your time to have balance, whether it’s spent with coworkers, clients, family or your community.Career Growth: Insperity provides many ways to grow with the company. We offer continuous learning programs, mentorship opportunities and ongoing training.Well-Being: Our total rewards package includes generous paid time off, top-tier medical, dental and vision benefits, health & wellness support, paid volunteer hours and much more. We take care of our people so that you can do your best work.This position is responsible for ongoing support of all Insperity Business Performance Solutions (BPS) products to existing clients.Responsibilities:Performs remote software support for clients on BPS solutions which could include, but is not limited to:Answering phones politely, efficiently, and directing calls to appropriate department, or the voice mail system when necessary. Continuously monitoring the general voice mailbox.Maintaining client information in Client Record Management system.Providing backup phone support for other Technical Support teams.Monitoring appropriate email inboxes and providing excellent email technical support.Modifying setup to support changes in the client’s business rules.Using software diagnostics tools to troubleshoot client software issues.Retraining clients on software.Providing technical support via telephone or online on any BPS product purchased by client, including custom programming as purchased and documented.Documents all client interaction on a per incident basis.Logs software issues and provides temporary known workarounds as needed.Works with customers to optimize their experience with BPS solutions.Handles business sensitive information with appropriate confidentiality.Tracks process to ensure that unresolved tickets are escalated to appropriate individual based on established guidelines and procedures.Monitors appropriate email inboxes and provides excellent email technical support.Works to improve customer satisfaction and increase customer reference-ability.Qualifications:Bachelor’s Degree or equivalent experience is required.Technical support experience is preferred.Experience in the operation of a multi-line telephone console is preferred.Excellent communication skills, both verbal and written.Solid interpersonal skills to interface with co-workers and customers.Ability to manage multiple tasks to completion with minimal supervision.Basic understanding of various Internet browser technologiesKnowledge of web-based software solutionsKnowledge of Microsoft Windows and Apple operating platforms.Strong analytical thinking skills and process-driven work habits.Basic knowledge of CRM systems and usage.Ability to effectively communicate with technical and non-technical staff in both written and verbal format.Ability to work alone and collaborative, with technical personnel as needed.Ability to multi-task and prioritize projects in a fast-paced, deadline-driven environment.At Insperity, we celebrate the diversity of our employees and our leadership. Insperity is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.