Information Technology Support Specialist

Green Echo; Waco (TX); Remote; USD 40,000 - 60,000; Full time

Job summary

A large multi-billion dollar company is seeking an Information Technology Support Specialist to provide technical support and outstanding customer service to distributors across the United States. The ideal candidate will have strong troubleshooting skills and be familiar with ticketing systems like Freshservice. Responsibilities include responding to inquiries, resolving technical issues, and maintaining customer satisfaction. This role requires a degree in a related field and excellent communication skills.

Qualifications

• Bachelor's degree or Associate's degree with relevant experience required.
• Exceptional customer service and communication skills are essential.
• Experience troubleshooting technical issues and providing support.

Responsibilities

• Respond to incoming calls and emails from distributors.
• Troubleshoot technical issues for distributors.
• Utilize Freshservice to document and resolve issues.

Skills

Exceptional customer service

Technical troubleshooting

Communication skills

Ability to multitask

Education

Bachelor's degree in a related field

Associate's degree with relevant work experience

Tools

Freshservice

Job description

Our client, a large multi-billion dollar company, is seeking a Information Technology Support Specialist to join their team. In this role, you will be responsible for providing exceptional customer service and technical support to a network of distributors across the United States. You will be working inside of our ticketing service Freshservice and may be required to assist in chat queues at times.

Responsibilities:

Responding to incoming calls and emails from distributors in a timely and professional manner

Troubleshooting technical issues and providing technical support to distributors

Escalating complex issues to senior team members when necessary

Utilizing Freshservice to track, document, and resolve issues

Maintaining accurate records of customer interactions and transactions

Identifying and escalating trends and patterns in customer issues to improve processes

Providing exceptional customer service and ensuring customer satisfaction

Participating in team meetings and trainings to enhance technical knowledge and skills

Requirements:

Bachelor's degree in a related field or an Associate's degree with relevant work experience

Exceptional customer service and communication skills

Ability to troubleshoot technical issues and provide technical support

Familiarity with ticketing systems and chat queues

Ability to learn and adapt to new technologies and software quickly

Certifications such as A+, Network+, and Security+ are helpful but not required

Ability to complete 6 weeks of training

Ability to work independently and as part of a team

Ability to multitask and prioritize in a fast-paced environment