Technical Support Specialist

Primary Responsibilities:

• Respond to customer issues, and inquiries through phone, email, or chat.
• The ability to prioritize and manage several different tasks at once
• Support partners and customers while providing first rate customer service
• Improve partner and customer satisfaction by improving responsiveness and anticipating their needs
• Manage and solve platform issues using little to no supervision
• Proactively monitor and resolve issues with the platform
• Think critically to reproduce and resolve problem
• Document all aspects, including reproductions and resolutions within the support ticketing system
• Own escalated issues and drive them through to resolution by working with appropriate teams
• Work on-call after-hours support rotations as required
• Other duties as assigned

Requirements:

• 2+ years of experience working in Technical Support.
• Ability to communicate clearly and effectively both verbally and in writing with customers and internal teams
• Strong analytical, problem solving and troubleshooting skills
• High level of self-motivation with a strong desire to solve problems and ability to multi-task following priorities and adhering to SLAs.
• Team player and Fast learner – New environment and processes
• Microsoft Windows operating system experience is helpful

Desired Skills but not required

• Basic SQL knowledge.
• Basic API knowledge (REST/SOAP)
• Working knowledge of fax technology and/or telephony services
• Networking, including firewalls and routers