Posted time January 27, 2021 Location Oregon, Roseburg Job type Information Technology

Technical Support Specialist I

Role and Responsibilities: 

Technical support 

  • Develop and maintain a deep technical knowledge of Systech Consulting products and Services. 
  • Resolve technical problems and answer queries by telephone or email in support of customers. 
  • Independently exercise judgement and discretion while resolving customer technical and procedural problems. 
  • Diagnose, identify, isolate, and analyze problems, documenting them in incident tickets and routing to correct support teams when required. 
  • Maintain and update records and tracking databases. 
  • Collaborate with development engineers to troubleshoot and support complex customer issues. 
  • Provide input to management regarding recurring problems and patterns of problems. 

 

Customer Support 

  • Exemplify a superior customer experience by modeling such behavior in all customer interactions.  Deal with customers, of varying knowledge and skill sets, courteously at all times, create a collaborative environment of support and demonstrating a desire to provide service of excellence to the customer while ensuring a high-quality customer service experience. 
  • Communicate effectively and timely with the customer until the issues are resolved. 
  • Proactively seek to understand customer needs and use this information to inform strategic team goals and priorities. 
  • Identify creative solutions to customer technical problems to enhance the customer experience and drive customer loyalty. 

 

Team Support 

  • Develop innovative process solutions to meet specific needs, including eliminating complexity and non-value-added work. 
  • Discuss process improvement methods regularly with team members to further a culture of continuous improvement. 
  • Coordinate with department manager to identify and complete other projects and tasks to meet business goals. 
  • Complete other projects and tasks as directed by department manager. 
  • Resolve tier 1 and 2 support tickets independently. 

 

All Technical Support Specialist must maintain a clean driving record. 

 

This job is Filled