Provide technical system and user support by responding to calls and email requests for technical support in a timely manner
Diligently manage client cases within Zendesk, and communicate any perceived delays to management immediately upon identification
Document, track, and monitor problems to ensure a timely resolution and appropriate follow-up with clients
Assess issues and escalate, if needed, to higher levels of client support
Resolve technical problems, detect patterns of issues, and communicate via the defined escalation path (including services leadership) regarding persistent issues
Assist other department employees in troubleshooting difficult or time-sensitive problems
Configure client equipment both locally and remotely
Maintain your knowledge and expertise by learning new and evolving technologies and by achieving appropriate industry and professional certifications
Contribute to continuous improvement of the client experience by providing suggestions for the betterment of technical practices
Workweek includes Saturday & Sunday shift in schedule, with 2 days off during the weekdays
Other duties as assigned by Supervisor

1-2 years experience handling high-end clients with the ability to demonstrate proper service recovery steps or a commensurate combination of education, certifications, and experience
Proficient with Ubuntu or other Linux distribution highly desired
Solid understanding of mobile environments including Android and iOS, including development and logging tools
Solid understanding of Windows 10 environment including device drivers, event viewer, and error reporting
Experience working with advanced software issues that require root cause analysis
Experience maintaining small networks. Network+ a bonus, but not necessary
Exposure to SQL commands a bonus
Able to work independently and efficiently to meet deadlines
Able to promptly answer support related email, phone calls and other electronic communications
Self-motivated, detail-oriented and organized
Ability to learn new technologies quickly and deal with ambiguity
Proficient in Internet related applications such as email clients, FTP clients and web browsers
Proficient in the entire Microsoft Office suite (Word, Excel, Outlook, PowerPoint)
Excellent communication (oral and written), interpersonal, organizational, and presentation skills using appropriate vocabulary and grammar to obtain and convey information.

Technical Support Specialist

Key skills