Support Specialist

Quick Technologies Inc; Plano (TX); Hybrid; USD 42,000 - 62,000; Full time

Benefits offered by this job

Hybrid work environment

Medical, dental, vision insurance

Life and long-term disability coverage

401(k) with company match

Holiday pay and Paid Time Off

Job summary

SAGE is seeking a Technical Support Specialist to deliver front-line technical support to staff and customers, handling software, hardware, and connectivity issues. You will troubleshoot, manage IT assets, assist with onboarding/offboarding, and provide technical training within a collaborative IT team.

The role emphasizes strong communication, efficiency in resolving tickets, and occasional on-site support at events. A customer-service mindset and technical aptitude are essential.

Qualifications

• High school diploma or GED; college/technical certification preferred.
• 1+ year of related support experience and/or training.
• Familiarity with APIs is a plus.
• Good knowledge of Office 365 and email delivery protocols.

Responsibilities

• Providing support and technical issue resolution through phone, email, instant messaging, and remote support tools.
• Managing support tickets for effective and timely resolution.
• Troubleshooting and resolving issues related to: Software installation and performance. Hardware troubleshooting, installation, and repair. Email account and domain name configuration.
• Acting as the primary point of contact for workstation hardware and software issues, including initial deployment and asset return upon employee separation.
• Identifying and advising on operational issues in customer computer systems relative to company products and services.
• Acting as a resource for technical-related training to customers and staff.
• Communication & Documentation: Effectively presenting information and responding to questions from managers, staff, and customers.
• Promptly answering support-related emails, phone calls, and other electronic communications.
• Occasionally traveling to provide on-site tradeshow support.

Skills

Customer service

Technical communication

Problem solving

Multitasking

Independent work

Education

High school diploma or GED; college/technical certifications preferred

Tools

Office 365

DNS protocols

Email delivery protocols

Remote support tools

Job description

Description

Reports to

Support Manager

Direct Reports

None

Position Summary

The Technical Support Specialist provides front-line technical support to both internal staff and external customers, ensuring timely and effective resolution of technical issues. This role requires a strong technical background and excellent communication skills to address software, hardware, and connectivity concerns. The Technical Support Specialist is responsible for troubleshooting, managing IT assets, assisting with onboarding and offboarding processes, and offering technical training. This position plays a critical role in maintaining operational efficiency and delivering high-quality customer service while collaborating closely with the IT team to meet company objectives.

Position Responsibilities

Technical Support & Issue Resolution

• Providing support and technical issue resolution through phone, email, instant messaging, and remote support tools.
• Managing support tickets for effective and timely resolution.
• Troubleshooting and resolving issues related to: Software installation and performance. Hardware troubleshooting, installation, and repair. Email account and domain name configuration.
• Acting as the primary point of contact for workstation hardware and software issues, including initial deployment and asset return upon employee separation.
• Identifying and advising on operational issues in customer computer systems relative to company products and services.
• Acting as a resource for technical-related training to customers and staff.
• Communication & Documentation:
• Effectively presenting information and responding to questions from managers, staff, and customers.
• Promptly answering support-related emails, phone calls, and other electronic communications.

Miscellaneous Tasks

• Occasionally traveling to provide on-site tradeshow support.
• Additional duties and responsibilities as assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below represent the required knowledge, skill, behavior, or ability.

Company Benefits

• Hybrid work environment.
• Insurance coverage - medical, dental, vision, supplemental, flexible spending account
• Complete insurance coverage - life, long-term disability
• 401(k) with company match
• Holiday pay and Paid Time Off

About SAGE

SAGE's flagship SAGE Online™, SAGE Web™, and SAGE Mobile™ research and business management services, SAGE also provides the industry with other product research services, order management, CRM, project management, websites, and e-commerce solutions, end-user catalogs, payment processing, tradeshow management services, and lead retrieval software. SAGE is the exclusive technology provider for Promotional Products Association International (PPAI) members, the industry's non-profit association, and Promotional Products Professionals of Canada (PPPC) members, Canada's non-profit association. SAGE was voted one of the best places to work for the promotional products industry in 2022 and 2023.

Website

www.sageworld.com

SAGE is an equal opportunity employer and does not discriminate based on race, creed, color, sex (including pregnancy, gender identity, and sexual orientation), age, national origin, religion, disability, veteran’s status, or any other characteristic protected by federal, state, or local laws.

Requirements

Skills and Qualifications

• High school diploma or GED required, and college or technical certifications preferred.
• Minimum of 1-year related support experience and/or training, or equivalent combination of education/experience.
• Familiarity with APIs is a plus.
• Basic Knowledge of Office 365, email delivery protocols, Internet, and DNS protocols.
• Strong multitasking and independent work capabilities.
• Excellent problem-solving skills with the ability to respond to customer inquiries quickly and professionally.
• Skilled at communicating technical information to non-technical audiences.
• Strong oral and written communication, organizational, interpersonal, and customer service skills.
• Frequently required to sit, type, handle small objects, and communicate by phone or in person.
• Occasionally required to lift computers or items up to 25 lbs. and to stand or walk.
• Ability to travel on request.
• Ability to work on in-office projects upon request.
• Must maintain reliable, fast internet (50Mbps down / 5Mbps up per person)