Respond to Inbound and Outbound Calls providing technical support, answer how-to questions, and consult on workflow inquiries for software, services, peripheral devices, and equipment
Utilize all equipment and resources provided to perform the job at the highest proficiency
Meet or exceed department performance metrics
Maintain technical proficiency through continued education with relevant software, services, peripheral devices, and equipment
Communicate and escalate issues with customers, peers, and leadership effectively
Follow established department processes and procedures
Learn new required skillsets aligned with evolving business needs
Follow schedule in workforce system(s) utilizing proper time management procedures
Comply with Company and department policies and standards; performs other duties as assigned

High School Diploma or Equivalent
1 year Customer service experience
1 year Experience with customer relationship management, point of sale, or similar systems with basic troubleshooting
2 years Experience with practical application of Microsoft Operating Systems and Platforms (Windows, Excel, Outlook, Word, Powerpoint)
Associate's Degree (Preferred)
Technical certifications (Preferred)
2 years Technical experience supporting software, computer hardware, network, or other technical troubleshooting

Support Specialist

Key skills