Technical Support Advisor job vacancy

Vacancy expired!

Technical Support Advisor

Cranberry Township, PA

18 Months

Candidate can be located in Cranberry PA, Waukegan, IL, St. Pete FL
Needs to be able to go on site to the office each day if required.
Needs to be able to travel to IL or PA for 2-3 weeks training. (Client will take of traveling)

Responsibilities

Support customers through troubleshooting support inquiries across a broad spectrum of products and supporting triage on behalf of customer
Listen to customer and uses your technical expertise, creativity and intellectual curiosity to meet their needs
Provide support across multiple channels including web requests, phone, follow-up service tickets, etc. (the amount of time will vary based on operational needs)
Be a voice and advocate for our customers when something doesn’t feel right
Develop detailed knowledge about specific product lines and features
Actively seek solutions to customer needs, communicating trends to leadership and suggesting innovative solutions focused on the customer experience
Close teamwork and interaction with Field Service, Operations, Sales and Service Supply Chain organizations
Ability to document technical customer issues into notes that are consumable by other users
Able to research and grasp technical information across multiple tools while taking with customers
Aptitude for acquiring skills in technical troubleshooting and an eagerness to learn and take on new challenges

Required Knowledge and Skills

Experience supporting customers via phone, e-mail, chat, and/or in person
Passionate transformer for customer service and ownership of the customer experience including issue resolution
Able to self-manage and work independently in a fast-paced, continuously changing environment
Effective time management including ability to multi-task, organize and prioritize
Able to research and grasp technical information across multiple applications while talking with customers
Ability to document technical customer issues into notes that are consumable by other users
Collaborate with other team members to resolve customer issues, problems or concerns on a timely and effective basis
Proven success in a fast-paced support environment
Ability to deal with adversity while still delivering to expectations
Intellectually curious and gravitates towards tools and resources that enrich you
Available to attend required training on a fixed schedule during first shift hours
5% Travel

Basic Qualifications

Associate degree
One year+ experience in a customer support role working with computer hardware/software troubleshooting

Preferred Knowledge and Skills

Experience in the healthcare industry is preferred
One year+ experience in a customer support role
Certification in Microsoft (MCSA), ITIL Foundation, HDI Technical Support Professional or similar certifications
Basic knowledge of SQL (advanced scripting, database back-up & restores)
Basic understanding of computer systems, computer hardware, software, and networking troubleshooting and SaaS support
Familiarity with remote desktop applications and help desk software