Cloud Technical Support Specialist (Hybrid)

J. J. Keller & Associates, Inc.; Neenah (WI); Hybrid; USD 45,000 - 60,000; Full time

Job summary

J. J. Keller & Associates, Inc. is seeking a Technical Support Specialist to join our Technology Solutions team.

This role provides high-quality support for cloud-based applications and hardware solutions, troubleshooting and resolving issues, and documenting interactions. Initial 100% on-site training lasts about one month, scheduled Monday–Friday from 8:00 a.m. to 4:30 p.m. After training, the schedule shifts to 2:30–11 p.m.

Qualifications

• 1+ year of customer service experience in a fast-paced environment.
• Experience supporting mobile or cloud-based applications a plus.
• Ability to learn and utilize a variety of software applications.
• Strong technical aptitude and communication skills.
• Proficient with smartphone applications.
• PC proficiency and ability to flow between multiple systems and applications.

Responsibilities

• Provides client support for Technology Solutions products/services via phone, email, chat, etc. meeting department metrics.
• Provides guidance to customers on the use of software applications and hardware devices.
• Independently analyzes and resolves support issues following proper troubleshooting steps.
• Follows escalation procedures to ensure seamless customer experience and effective resolution of inquiries.
• Tracks all client interactions including contacts, suggestions and resolution to issues in tracking software.

Skills

Customer service

Technical aptitude

Smartphone apps

Problem solving

Education

High School Diploma or GED

Job description

J. J. Keller & Associates, Inc. is seeking a Technical Support Specialist to join our Technology Solutions team.

This role provides high-quality support for cloud-based applications and hardware solutions, troubleshooting and resolving issues, and documenting interactions. Initial 100% on-site training lasts about one month, scheduled Monday–Friday from 8:00 a.m. to 4:30 p.m. After training, the schedule shifts to 2:30–11 p.m.