Tech Support Specialist: Problem-Solving & Customer Care

idealsoftwaresystems

Meridian (MS)

On-site

USD 40,000 - 55,000

Full time

14 days+

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Job summary

Ideal Software Systems is seeking a Technical Support Specialist to be the primary contact for customers after implementation, delivering technical assistance, troubleshooting, training, and ongoing support to ensure customers maximize value of software and hardware.

You will work with customers via phone, email, remote sessions, and ticketing systems; collaborate with Implementation, Development, Product and Operations; help resolve issues, document resolutions, and create knowledge base

Qualifications

Excellent verbal and written communication skills.
Experience in customer support or service roles.
Working knowledge of Windows operating systems.
Basic networking knowledge including TCP/IP, LAN/WAN, and wireless networking.
Ability to manage multiple priorities in a fast-paced environment.
Strong organizational and documentation skills.

Responsibilities

Provide professional and timely support via phone, email, chat, and remote assistance tools.
Troubleshoot software, hardware, payment processing, and operational issues.
Document customer interactions, troubleshooting steps, and resolutions within support systems.
Manage support tickets to ensure timely response and resolution.
Diagnose and resolve software configuration issues.
Assist customers with system setup, configuration changes, and operational workflows.
Troubleshoot network connectivity, workstation, peripheral, and payment device issues.
Escalate complex issues to senior technical resources when appropriate.
Guide customers through system functionality and best practices.
Provide refresher training and operational assistance.
Create and maintain customer-facing documentation and knowledge base content.
Prioritize and manage multiple support requests simultaneously.
Track issue resolution progress and maintain customer communication.
Ensure accurate documentation of customer issues and resolutions.
Identify recurring issues and recommend process improvements.
Partner with Implementation, Development, Product, and Operations teams to resolve customer issues.
Participate in product testing and feedback initiatives.
Share knowledge and best practices across support teams.
Contribute to continuous improvement of support processes and customer satisfaction initiatives.