Technical Support Specialist

Job Description

REQUIREMENTS

• Associate’s degree or equivalent from two-year college or technical school in Information Technology or related field preferred.
• 2+ years of previous technical support experience; or equivalent combination of education and experience.
• High degree of proficiency with Windows OS, Android, and Apple devices, Microsoft Office Suite (especially Outlook), Internet-based applications and tools.
• Experience in the cremation or deathcare industry is a plus.
• Mechanical and electrical aptitude, including the ability to guide others in using tools for equipment setup, installation, or calibration.
• Experience with CRM or remote support tools (e.g., Salesforce, TeamViewer).
• Strong problem-solving and analytical skills.
• Effective verbal and written communication skills.
• Ability to prioritize, multitask, and work in a fast-paced environment.
• Self-motivated with strong attention to detail, deadlines, reporting and follow-through.
• Ability to develop and maintain collaborative relationships with peers and colleagues across the organization, as well as internal and external clients.
• Ability to work well autonomously and within a team in a fast-paced and deadline-oriented environment.
• Ability to work overtime as necessary
• Occasional travel either locally, nationally, and/or internationally may be required

RESPONSIBILITIES

• Offers technical support to customers, sales, distributors, field service and operations via telephone, internet and/or field environment.
• Solves complex problems regarding technical support.
• Sets up online customers using web interface.
• Route incoming calls to appropriate department.
• Documents all support provided in Team Viewer and Salesforce, and other websites.
• Creates inventory lists for needed parts and/or equipment.
• Estimates repair and/or product costs.
• Participates in problem solving and root cause analysis with the customer.
• Provides training for internal/external employees on technical support.
• Additional duties as assigned.

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