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.