Technical Support Specialist

Pedigree Technologies LLC; Fargo (ND); On-site; USD 52,000 - 72,000; Full time

Job summary

Pedigree Technologies LLC is seeking a Technical Support Specialist to act as a liaison between operations and customers. The role handles break/fix issues, new installations, and implementation activities across Pedigree Technologies products.

Responsibilities include problem diagnosis, setup and management of customer software, and providing first-level support via telephone and email. Strong communication, teamwork, and multitasking are essential for success in this position.

Qualifications

• Associateegree or equivalent education/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.

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 clients 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 updatescustomer databaseswith key points to ensure open communication with all internal departments to ensure ongoing customer focused initiatives are achieved.

Skills

Associate degree knowledge

Technical support experience

Spanish language skills

Call center systems experience

Excellent communication

Calm under pressure

Teamwork and customer service

Collaborative with internal/externals

Multitasking and organization

MS Office proficiency

Mechanical aptitude

Education

Associate’s degree or equivalent

Tools

CRM software

Job description

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 updatescustomer databaseswith key points to ensure open communication with all internal departments to ensure ongoing customer focused initiatives are achieved.