Technical Support Specialist

The Technical Support Specialist is responsible for diagnosing, troubleshooting, and resolving software and technology-related issues for SaaS products and supported business environments. This role ensures timely and accurate issue resolution while delivering excellent customer service and supporting client satisfaction and retention. Responsibilities include assisting users with technical solutions, collaborating with internal teams on complex issues, conducting training and system implementations, and contributing to the continuous improvement of support processes and documentation. Strong technical aptitude, communication skills, organization, and problem-solving abilities are essential for success in this role., * Provide Tier 1 support for client assistance and software support via phone, email, chat, in-person support, and remote desktop tools.

• Diagnose, troubleshoot, prioritize, and resolve client and technical issues; escalate complex problems as necessary.
• Maintain accurate records of support requests and create/update technical documentation and user guides.
• Assist clients with the effective use of technology tools, including conducting training sessions and software demonstrations as needed.
• Perform routine system checks, software installations, upgrades, configurations, and basic hardware setup.
• Collaborate with internal and external support teams to ensure seamless service and continuous improvement of support processes and user experience.
• Deliver professional and responsive customer service in all interactions.
• Provide technical support and assistance to executive leadership and supported businesses on complex operational and technology-related issues.
• Perform additional duties as assigned by the Hagadone Technologies Management Team.

Do you have experience in Computer operation?, Do you have a Associate's degree?, * Associate degree in a technology-related field or equivalent combination of education and experience., * Previous client support or technical support experience preferred.

• Familiarity with software applications, operating systems, SaaS platforms, and general business technology environments.

Skills and Abilities:

• Strong troubleshooting and analytical problem-solving abilities.
• Ability to communicate clearly and professionally, both verbally and in writing.
• Ability to manage multiple priorities in a fast-paced environment while maintaining organization and meeting deadlines.
• Ability to work independently and collaboratively within a team environment.
• Strong attention to detail and commitment to customer service.

Interpersonal Skills:

Strong communication and interpersonal skills are essential for resolving technical issues and maintaining accurate workflows through project management systems, chat platforms, email, and direct client interaction. This non-supervisory role requires professionalism, accountability, and alignment with the values of the Hagadone Corporation.

Accountability:

Work is performed independently with general oversight from executive management for quality assurance. Decisions are made within established guidelines and procedures. The position regularly encounters recurring work situations with occasional variations requiring independent judgment and problem-solving.

Technical Skills:

• Proficiency with Macintosh and Windows operating systems and related peripherals.
• Working knowledge of software applications, internet technologies, and remote support tools.
• Ability to operate standard office equipment including phones, printers, copiers, scanners, personal computers, and related peripherals.

Working Conditions:

• *Full-time, in-person position located on premises.
• Occasional overtime, evening, weekend, and potential on-call support may be required.
• Occasional local and out-of-state travel may be required for training, implementation, and support activities.
• Fast-paced environment requiring flexibility and the ability to manage multiple priorities.

Physical Demands

Must be able to sit or stand for extended periods of time. This position requires frequent computer and keyboard use, including repetitive hand and wrist motions. Must also be able to lift, move, and transport equipment for implementation and support activities, including printers, scanners, laptops, and related technology equipment.

Pulled from the full job description

• Retirement plan
• 401(k) matching
• Employee discount
• Health savings account
• Flexible spending account
• Life insurance, * 401(k) matching
• Employee discount
• Flexible spending account
• Health savings account
• Life insurance
• Retirement plan