Technical Support Specialist

Pedigree Technologies; Fargo (ND); On-site; USD 42,000 - 60,000; Full time

Job summary

Pedigree Technologies is seeking a Technical Support Specialist to bridge operations and customers through the implementation cycle. You will diagnose issues, set up software and provide first-level support by phone, email, and in person.

The role includes some training, testing, and ongoing account setup to ensure smooth installations. Ideal candidates have an Associate degree or combination of education and experience, strong communication skills, and the ability to multitask while delivering

Qualifications

• Associate degree or combination of education and experience.
• Technical support experience preferred.
• Spanish language skills a plus and paid at a higher rate.
• Excellent written and verbal communication.
• Ability to stay calm under pressure and multi-task.

Responsibilities

• Consult with users to determine and resolve hardware and software issues.
• Perform data analysis and troubleshooting to isolate and diagnose client technical issues.
• Provide telephone, e-mail and network alert response and document issues in CRM/ticketing systems.
• Keep customer systems documentation up to date.
• Provide clear communication to internal teams and follow escalation processes.
• Work with vendors to identify solutions and apply improvements to client infrastructure.
• Identify opportunities to improve services efficiency and effectiveness.
• Monitor customer networks and perform break-fix troubleshooting.
• Routinely update customer databases to ensure open communication.

Skills

Technical support

Customer service

Data analysis

Communication

Teamwork

Problem solving

CRM usage

Multi-tasking

Education

Associate degree

Tools

Excel

Outlook

Word

Job description

Job Summary

The Technical Support Specialist serves as liaison between operations and customers following the customer implementation cycle. This role is accountable to provide solutions to break/fix issues or continued new installations for Pedigree Technologies products. It also includes some account setup, testing, training and implementation of Pedigree Technologies solutions. This individual provides first level technical support including problem diagnosis and resolution, setup and management of customer software, and telephone, email, and one-on-one technical support.

Job Summary

The Technical Support Specialist serves as liaison between operations and customers following the customer implementation cycle. This role is accountable to provide solutions to break/fix issues or continued new installations for Pedigree Technologies products. It also includes some account setup, testing, training and implementation of Pedigree Technologies solutions. This individual provides first level technical support including problem diagnosis and resolution, setup and management of customer software, and telephone, email, and one-on-one technical support.

Knowledge and Skills

• Minimum Associate’s degree or combination of education and experience.
• Technical support experience preferred.
• Spanish language skills a plus and paid at a higher rate.
• Previous use of call center phone systems preferred.
• Excellent communication skills both written and verbal.
• Ability to stay calm under pressure.
• Excellent teamwork skills and strong customer service methodologies.
• Ability to work collaboratively with others both internally and externally.
• Proven multi-tasking, prioritization, organization and coordination skills.
• Proficient in Excel, Outlook and Word with the ability to learn our solutions within three months.
• Basic mechanical aptitude or general mechanical knowledge a plus.

Job Responsibilities

• Consult with users to determine and resolve hardware and software issues.
• Perform data analysis and troubleshooting to isolate and diagnose client technical issues.
• Provide telephone, e-mail and network alert response and utilize CRM and ticketing system to document and track open problems, billable time, and contracted time.
• Responsible for keeping customer systems documentation up to date.
• Provide detailed and effective communication to internal team. Follow escalation process for ongoing customer issues.
• Work directly with vendors to identify solutions and actively apply those solutions for improving the client’s infrastructure.
• Continuously strive to improve client support by identifying opportunities and recommending solutions for improving services efficiency and effectiveness.
• Monitor customer networks via internal reporting tools; help resolve network and system problems, perform break-fix troubleshooting on client systems.
• Utilize established script to use for customer calls.
• Verify, document and create software bug reports for development team.
• Routinely updates customer databases with key points to ensure open communication with all internal departments to ensure ongoing customer focused initiatives are achieved.