Technical Support Specialist

Surgere, Inc.; Ohio; On-site; USD 45,000 - 65,000; Full time

Job summary

Surgere, Inc. is seeking a Technical Support Specialist to provide expert technical support and troubleshoot a wide range of technology-related issues. The role emphasizes excellent customer service, strong technical skills, and collaboration with the Customer Care team to enhance user satisfaction and resolve issues effectively. Ideal candidates will possess proven experience in technical support and demonstrate a proactive approach in learning new technologies.

Qualifications

• Proven experience in a help desk or technical support role.
• Strong knowledge of hardware, software, operating systems & networking fundamentals.
• Excellent verbal, written and interpersonal communication skills.

Responsibilities

• Provide technical support and troubleshooting assistance to resolve technology-related issues.
• Respond to and resolve tickets within the Fresh Service system.
• Conduct research and analysis into high level issues.

Skills

Customer service

Problem-solving

Attention to detail

Technical skills

Interpersonal communication

Job description

Description

General Responsibility: The Technical Support Specialist is responsible for providing technical support and troubleshooting assistance to Surgere customers and Interius users in a timely and professional manner. The Technical Support Specialist will help resolve a wide range of technology-related issues, including hardware and software problems, network connectivity & user account management.

Technical Support Specialist Job Duties:

• Provide technical support and troubleshooting assistance to resolve a range of technology-related issues, including both hardware & software, network connectivity & user account management.
• Respond to and resolve tickets within the Fresh Service system in a timely manner.
• Escalate complex issues to the appropriate Surgere personnel or teams, ensuring prompt resolution
• Identify and Document standard processes within the Customer Care Department
• Collaborate with Customer Care team to identify recurring issues and suggest process improvements.
• Conduct research and analysis into high level issues involving Surgere software and hardware systems.
• Provide sandboxing and on-site troubleshooting of hardware.
• Assist with program set-ups and integrations
• Make 100% of Surgere customers “Raving Fans”

Requirements

Knowledge, Skills and Abilities:

• Proven experience in a help desk or technical support role
• Strong knowledge of hardware, software, operating systems & networking fundamentals.
• Demonstrated excellent verbal, written and interpersonal communication skills are required
• Excellent customer service skills are required
• Willingness and ability to learn and navigate new technologies and software applications
• Demonstrated excellent attention to detail and organizational skills required
• Demonstrated ability to work as part of a team
• Must be self-motivated and able to adapt to a rapidly changing environment

Core Competencies

• Values. Demonstrates in word and action Surgere’s core values of caring, trust, sense of urgency, responsibility, passion and persistent discovery, in all matters at all times.
• Relationships. Builds authentic relationships in the service of enhancing individual and team performance to support Surgere’s work.
• Communication. Listens and expresses self effectively and in a manner that reflects a true understanding of the needs of the audience.
• Quality Results. Demonstrates and fosters a strong commitment to achieving goals in a manner that provides quality experiences.
• Change Capacity. Leads self and others through change by navigating ambiguity appropriately and adapting well to new situations, obstacles, and opportunities.
• Emotional Maturity. Demonstrates effective interpersonal skills.
• Self-Development. Is dedicated to the improvement of own capabilities and demonstrates this through the continual expansion of knowledge and skills.