Technical Support Specialist

MS Shift, Inc.; New York (NY); On-site; USD 70,000 - 100,000; Full time

Job summary

MS SHIFT is a fast-moving company seeking a team player to join our growing professional technical support team. You will provide technical support to our high-end clients by diagnosing questions and guiding users through step-by-step solutions, onsite and remote.

Responsibilities include installing and troubleshooting software and hardware, logging tickets in our system, escalating complex issues, and staying current with product updates.

Qualifications

• Bachelor’s degree in Computer Science or related field.
• 5+ years of professional-level experience in technical assistance.
• Excellent verbal and written communication skills.

Responsibilities

• Deliver outstanding customer service and knowledgeable technical support/troubleshooting.
• Install, implement, maintain, troubleshoot and/or repair our software and hardware.
• Accurately process and record transactions using our internal, detailed ticketing system.
• Efficiently escalate deeper technical issues to a supervisor to drive resolution.
• Offer alternative solutions to retain system functionality.
• Follow up and make scheduled callbacks to customers.
• Ensure systems reliability, integrity and security.
• Stay current with product information, changes and updates.

Skills

Verbal communication

Written communication

Attention to detail

Problem solving

Time management

Interpersonal skills

Team player

Patience

Education

Bachelor’s degree in Computer Science or related field

Tools

Ticketing system

Software installation

Hardware installation

Job description

MS SHIFT is a fast-moving company seeking a team player to join our growing team. Working as part of a professional technical support team, you will provide technical support to our high-end clients by performing question diagnosis and guiding users through step-by-step solutions. Solutions include, but are not limited to, MS SHIFT software and hardware installation and setup, assisting with our applications, and troubleshooting various technical issues — onsite and remote.

Responsibilities

• Deliver outstanding customer service and knowledgeable technical support/troubleshooting.
• Install, implement, maintain, troubleshoot and/or repair our software and hardware.
• Accurately process and record transactions using our internal, detailed ticketing system.
• Efficiently and effectively escalate deeper technical issues to a supervisor as required to drive resolution.
• Offer alternative solutions where appropriate with the objective of retaining system functionality.
• Follow up and make scheduled call backs to customers.
• Ensure systems reliability, integrity and security.
• Stay current with product information, changes and updates.

Qualifications

• Bachelor’s degree in Computer Science or related field.
• 5+ years of professional-level experience in technical assistance.
• Attention to detail and excellent verbal and written communication skills.
• Professional experience providing technical support to non-technical end users.
• Experience supporting mission-critical systems by phone.
• Helpful, friendly and patient attitude with a strong desire to learn.
• Excellent problem-solving, time management and interpersonal skills.
• Focused, flexible and works well under pressure.
• Fluency in Spanish is a plus.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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