Customer Support Technician

The Timberline Group; St. Louis (MO); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

PTO 15 days

Paid holidays

401k Plan

Educational assistance

Dependent insurance

Life/AD&D insurance

Vision coverage

Job summary

The Timberline Group is seeking a Customer Support Technician to ensure excellent service for end users on web and software projects after launch. You will be the first contact for multiple development projects, handling 24/7 help desk requests and coordinating resolutions with the project team.

You will train users on CMS platforms, oversee help desk tools like wiki and LastPass, and collaborate with the Web Development Project Manager to forecast resource needs.

Qualifications

• Minimum 2 years of customer support experience.
• Knowledge of project management principles.
• Experience with Linux and Windows servers.
• Ability to troubleshoot and resolve server issues.
• Familiarity with WordPress and Magento CMS platforms is a plus.

Responsibilities

• Handle 24/7 Help Desk requests via telephone, e-mail or Jira for timely resolutions.
• Monitor, coordinate and test fixes to ensure problems are resolved.
• Provide customer training on multiple CMS platforms.
• Oversee Help Desk tools including wiki and LastPass.
• Collaborate with Web Development Project Manager to forecast needs and resources.
• Build and maintain professional relationships with clients to foster growth.
• Other duties as assigned; schedule may be flexible.

Skills

Customer support

Project management

Linux/Windows servers

Troubleshooting

CMS platforms

Interpersonal skills

Communication

Multitasking

Time management

Flexibility hours

Tools

LastPass

Job description

Customer Support Technician that will ensure that all end users are receiving excellent customer service for requests, issues and maintenance for web and software development projects after launch. The Customer Support Technician handles all procedures related to the identification, prioritization and resolution of end user Help Desk requests including monitoring, tracking and coordination of Help Desk functions. This candidate is the first point of contact for several development projects within the company and emergency/hosting issues.

Responsibilities

• Handles the processing of service requests of the 24/7 Help Desk via telephone, e-mail or Jira to ensure courteous, timely and effective resolution for the client.
• Monitor, coordinate and test fixes to ensure problems have been adequately resolved.

• Customer training on multiple CMS platforms.
• Implement/Oversee the Help Desk tools including wiki and Last Pass.
• Work directly with the Web Development Project Manager and maintain the readiness of the department by anticipating needs and forecasting resource issues.
• Build, manage and maintain professional, long-term customer and business relationships and partnerships through industry networking to ensure continued growth by effectively understanding a client’s business, organization and objectives.

• Other duties as assigned, flexible/non-traditional schedule may be required.

Technical Qualifications

• A minimum of 2 years customer support experience
• Knowledge of project management principles
• Using and configuring Linux & Windows Servers
• Ability to troubleshoot and solve server issues
• Knowledge of CMS platforms like WordPress and Magento a plus
• Knowledge of other third-party hosting platforms a plus
• Demonstrate strong interpersonal skills and ability to work with end-users and co-workers alike
• Ensure that client hosting requirements are up-to-date and reliable
• Multitasking and time management skills, with the ability to prioritize tasks
• Demonstrate flexibility in extended hours to meet deadlines whenever necessary
• Strong communication skills

Benefits

• 100% premium-paid medical insurance for employee-only-coverage
• 100% premium-paid dental insurance for employee-only-coverage
• Paid Time Off (PTO) – 15 days per year for 0 to 5 years of service, 20 days per year after 5 years of service
• Paid holidays
• 401k Plan
• Educational assistance, some certifications and professional memberships paid
• Premium Only Section 125 for dependent insurance
• Employee life insurance, AD&D and long-term disability, and long-term care insurance provided
  Group vision coverage and supplemental life insurance available to employees and dependents
• We’re a healthy change of pace from your average ‘cube farm’. Our staff is our company’s pride, and we do our best to provide a rewarding and creative environment. Our spacious clean, modern offices have plenty of window space and an open floor plan.