Technical Support Specialist

PSI Services LLC; Henderson (NV); On-site; USD 45,000 - 55,000; Full time

Benefits offered by this job

401k/Pension/Retirement Plan

Enhanced PTO/Annual Leave

Medical insurance

Dental, Vision, Life and Short-Term Disability

Flexible Spending Accounts

Employee Assistance Programme

Volunteer Day opportunities

Job summary

PSI Services LLC is seeking a Technical Support Specialist responsible for assisting test takers with technical issues, providing exceptional service through phone and chat. You'll investigate problems and work towards resolutions while maintaining detailed records.

Qualifications include a high school diploma, technical support experience, and familiarity with tools like ZenDesk and AnyDesk. A competitive salary and comprehensive benefits package are offered, promoting a healthy work-life balance.

Qualifications

• High school diploma or equivalent required.
• Bachelor’s degree preferred.
• Minimum of 1-3 years Technical Support experience.
• Excellent verbal and written communication skills.
• Experience with ZenDesk, AnyDesk, Cisco, and other TSR applications.
• Knowledgeable in MS Office applications installation, operation, and support.
• PC hardware support knowledge.

Responsibilities

• Provide level 2 technical phone, chat, and email support.
• Investigate system problems and provide solutions.
• Take ownership of issues from start through resolution.
• Participate in the Quality Assurance process for application releases.

Skills

Technical support experience

Communication skills

Knowledge of ZenDesk and AnyDesk

PC hardware support knowledge

Education

High school diploma or equivalent

Bachelor’s degree preferred

Tools

ZenDesk

AnyDesk

Cisco

Job description

We are PSI Services. We power world leading tests. Delivered with trusted science and the very best test taker experience. PSI supports test-takers on their journey to pursuing dreams and gaining certifications that are important to them. They believe that their dreams are worth working for; that their dreams are worth the effort. And we believe that too. This is our core purpose, to empower people to achieve their dreams. We do this by being the best provider of workforce solutions, which foster both technology and science to deliver the best solutions for our test takers.

We are searching for top talent to join our PSI team and help grow our products and services. We have a creative, supportive and inclusive culture where we empower people in their careers to be their authentic self and make the most of their great talent.

At PSI, we are committed to helping people meet their potential and we believe that promoting diversity, equity and inclusion is critical to our success. That’s why you’ll find these ideals are intrinsic to our company culture and applied throughout the employee lifecycle.

The Technical Support Specialist is primarily responsible for assisting PSI test takers with technical issues or questions relating to computer hardware or software inquiries, as well as general Q&A. Must be comfortable speaking with our candidates via phone as well as chat while providing exceptional and professional services. This requires the ability to navigate issues to resolution in a timely fashion whilst tracking all calls and chats via internal ticketing system.

Role Responsibilities

• Provide level 2 technical phone\chat\email support.
• Provide technical and application support for a variety of services for online test delivery.
• Investigates system problems and provides solutions using specific product knowledge, system utilities, and operating environment.
• Develop sound understanding of Technical Support operations and related applications and systems as well as business related processes and procedures.
• Take ownership and responsibility of an issues from start through to a successful resolution

• The duties requires that the Technical Support Agent receives and logs queries using some applications such as Zendesk, Anydesk and other TSR related applications.
• Develop technical knowledge of each system within company profile and specialized knowledge of certain nominated applications.
• Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices, and procedures
• Participate in the Quality Assurance process of testing application releases.

Knowledge, Skills and Experience Requirements

• High school diploma or equivalent required.
• Bachelor’s degree preferred.
• Minimum of 1-3 years Technical Support experience
• Excellent verbal and written communication skills.
• Experience with ZenDesk, AnyDesk, Cisco and any other TSR applications
• Knowledgeable in MS Office applications installation, operation and support.
• PC hardware support knowledge.

Benefits & Culture

At PSI, our culture is to be transparent and fair. That’s why all of our roles have been benchmarked at a competitive rate against the local market they are based in. To be transparent all of our adverts now include the salary so you can see if we align with your expectations when looking for your next role.

In addition to a competitive salary, we offer a comprehensive benefits package and supportive culture when you join us. This includes:

• 401k/Pension/Retirement Plan – with country specific employer %
• Enhanced PTO/Annual Leave
• Medical insurance – country specific
• Dental, Vision, Life and Short-Term Disability for US
• Flexible Spending Accounts – for the US
• Medical Cashback plan covering vision, dental and income protection for UK
• Employee Assistance Programme
• Commitment and understanding of work/life balance
• Dedicated DE&I group that drive core people initiatives
• A culture of embracing wellness, including regular global initiatives
• Access to supportive and professional mechanisms to help you plan for your future
• Volunteer Day and a culture of giving back to our community and industry through volunteering opportunities

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.