Support Tech

Evolving Solution Services; Dallas (TX); On-site; USD 24,796 - 38,572; Full time

Benefits offered by this job

Health benefits

401k

Paid time off

Ongoing training

Collaborative environment

Job summary

Evolving Solution Services in Dallas, TX is seeking an IT Support Specialist to join our IT Support team. You will provide first-line technical support for our software products, assisting end-users by phone, email, or chat and guiding them through solutions.

Ideal candidates have a high school diploma, strong communication, and the ability to learn quickly. Experience with Salesforce and Office 365 is a plus; travel up to 10% may be required.

Qualifications

• High school diploma or equivalent; some college preferred.
• Basic understanding of software applications (Salesforce and Office 365 preferred).
• Strong communication skills and ability to explain technical concepts clearly.
• Ability to learn quickly and adapt to new tools.
• Strong problem-solving and attention to detail.
• Familiarity with Windows, macOS, iOS & Android devices.
• Excellent documentation skills.
• Customer-centric attitude and willingness to help others.
• Ability to lift 40 lbs and travel 10% annually.

Responsibilities

• Provide first-level technical support to customers via phone, email, or chat for our software products.
• Troubleshoot software issues related to installation, functionality, and configuration.
• Educate customers on features, best practices, and usage.
• Document inquiries, issues, and solutions in Service Cloud via Salesforce.
• Collaborate with development and technical teams to escalate complex issues.
• Follow up with customers to ensure resolution.
• Assist with product installations, configurations, and training.
• Stay up-to-date with new releases and updates.

Skills

Communication skills

Problem-solving

Documentation

Learning quickly

Customer-centric

Attention to detail

Adaptability

Education

High school diploma

Some college

Tools

Salesforce

Office 365

Service Cloud

Microsoft Teams

Job description

Position Overview:

We are seeking a detail-oriented and proactive individual to join our IT Support team as an IT Support Specialist. In this role, you will provide technical support for our software products, helping users troubleshoot issues, answer questions, and guide them through solutions to ensure a seamless experience. You'll be supporting both our internal and external end-users. This is a fantastic opportunity to start your career in IT Support and contribute to a growing team.

Responsibilities:

• Provide first-level technical support to customers using our software products via phone, email, or chat - to our customers using our software products - SalesForce, Service Cloud, Microsoft 365 products, proprietary products, mobile and tablet devices.
• Troubleshoot software issues and assist customers in resolving problems related to installation, functionality, and configuration.
• Educate customers on the software's features, best practices, and usage to ensure they get the most out of the product.
• Document customer inquiries, issues, and solutions in our Service Cloud environment via SalesForce.
• Collaborate with the development and technical teams to collaborate with the development and technical teams to elevate complex issues that require advanced troubleshooting.
• Conduct follow-up with customers to ensure issues are fully resolved and offer any additional assistance if needed.
• Assist with product installations, configurations, and training, ensuring that customers can utilize all features provided.
• Stay up-to-date with new product releases and updates to effectively assist customers with the latest software versions.

Requirements:

• High school diploma or equivalent (some college preferred).
• Basic understanding of software applications (preferred SalesForce and Office 365), operating systems, and common troubleshooting techniques.
• Strong communication skills with the ability to explain technical concepts clearly and patiently to customers.
• Ability to learn quickly and adapt to new software tools and technologies.
• Strong problem-solving abilities and attention to detail.
• Basic knowledge of software installation, updates, and configuration (familiarity with Windows, Macs, IOS & Andriod devices is a plus).
• Excellent organizational skills and the ability to document technical issues accurately.
• A customer-centric attitude with a passion for helping others and ensuring their success.
• Ability to lift 40 Lbs.
• Ability to travel 10% out of the year for company conventions.

Preferred Qualifications:

• 3+ years previous experience in a customer service, technical support, or software support related role (internships or volunteer work in IT/software support is welcome).
• Familiarity with customer support software, ticketing systems, and live chat tools. (preferred SalesForce, Microsoft Teams and other related Office 365 tools).

Compensation and Benefits:

• Competitive hourly wage.
• 401k Compensation
• Health benefits (medical, dental, and vision).
• Paid time off and holidays.
• Ongoing training in software support, customer service, and product knowledge.
• A supportive and collaborative work environment.