Do you have a strong technical background with outstanding troubleshooting skills? Do you like being the go-to person in mission-critical situations? Do you love helping people? Can you speak “bits and bytes” as well as everyday plain English? If so, then you should join our San Mateo based team as a Technical Support Specialist.

Responsibilities

Provide technical assistance and support related to computer systems, software and hardware
Provide technical guidance for customers for SSO integrations
Work collaboratively with the Customer Support team to triage issues to the appropriate teams
Open and assign trouble tickets to others for issues that can’t be solved directly
Triage critical outages, resolve if possible, and implement urgent response communication protocols as needed
Accurately record information about each handled service request
Provide feedback on processes and make recommendations on areas to improve
Maintain technical documentation on installation of software, configuration of hardware and problem troubleshooting
Undertaking project tasks as required
Adhere to all company policies, procedures and business ethics codes
Other duties as assigned

Requirements:

Proven experience as a help desk technician or other technical customer support role
Ability to organize and manage multiple priorities
Experience with SaaS products/web-based applications
Ability to troubleshoot and solve technical issues
Highly organized – ability to multi-task, prioritize, and manage time effectively
Experience with process improvement and conflict resolution
Proficiency with MacOS, Windows
JAMF experience a plus
SSO implementation experience a plus

Traits & Personal Characteristics

Exceptional interpersonal communication skills
Exceptional written and verbal communication skills
A customer-service mindset with demonstrated ability to remain poised and calm when faced with difficult situations
Ability to use empathy, inquiry, courtesy, and a proactive, outcome-focused approach to solving issues, both verbally and in written communication
Reliable, responsible and consistent
Patient, helpful and a creative problem solver
Ability to work effectively as part of a team and independently

Education

Bachelor degree in Computer Science or related technical field preferred but not required

Vyond

Open Positions (1)

Customer Service

Technical Support Specialist