Product Support Specialist Tech 1

Hearst Corporation; Greensboro (NC); On-site; USD 45,000 - 65,000; Full time

Job summary

Hearst Corporation is seeking a customer service oriented Technical Product Support Specialist to provide technical assistance to users. You will resolve hardware and software issues for in-house and third-party software, acting as the front line to ensure customer value is maintained to the company's standards.

Responsibilities include remote troubleshooting, guiding users through corrective steps, documenting resolutions, and preparing activity reports while staying updated on product upgrades

Qualifications

• AAS or BS in Computer Science, Computer Engineering Technology or equivalent background.
• Microsoft A+ or other computer certifications highly desired.
• Understanding of automotive technology or medium/heavy-duty mechanics is a plus.

Responsibilities

• Provide telephone support to end-users experiencing technical difficulties.
• Troubleshoot, diagnose and resolve hardware and software issues remotely.
• Guide end-users through corrective measures with confidence and composure.
• Identify and escalate support situations requiring urgent attention.
• Track and route support requests via a ticketing system and document resolutions.
• Prepare activity reports and stay current with product upgrades and business updates.

Skills

Oral communication

Organizational skills

Customer service

Troubleshooting

Remote support

Microsoft Office

Windows OS

Diverse audiences

Technical concepts

Education

AAS/BS in CS or CET

Microsoft A+ or cert

Automotive tech knowledge

Tools

Remote Desktop

Ticketing system

Job description

We are looking for a customer service oriented Technical Product Support Specialist to provide technical support to users in an efficient and accurate manner. You will be considered as the company’s front line and you will solve basic to complex technical software and hardware problems for our software as well as third party software. The goal is to make sure that customer value is maintained to the standards set forth by the company.

Essential Job Functions & Duties:

• Provide telephone support to end-users experiencing technical difficulties
• Troubleshoot, diagnose and resolve technical hardware and software issues remotely
• Guide, with confidence and composure, end-users through corrective measures
• Identify and elevate support situations requiring urgent attention
• Track and route support requests via computerized ticketing system; thoroughly document resolutions
• Prepare activity reports
• Stay current with product upgrades, system information, and business updates

Knowledge Skills and Abilities:

• Excellent oral communication and organizational skills
• Determination to deliver superior customer service
• Ability to understand, troubleshoot and resolve technical issues
• Strong knowledge of Microsoft Office & Windows (Windows Operating Systems: XP, 7 & 10; Windows Remote Desktop application)
• Ability to communicate with diverse audiences
• Understanding of mid-high level technical concepts

Education:

• AAS or BS – Computer Science, Computer Engineering Technology or similar field (equivalent background experience will be considered)
• Microsoft A+ or other computer certifications highly desired
• An understanding of automotive technology or medium/heavy-duty mechanics is a plus

Experience

• 2 years of IT or technical help desk and/or PC support experience highly preferred