Technical Support Specialist

Responsible for resolving customer queries, recommending solutions, and guiding users through features and functionalities via phone and email. The Technical Support Specialist will be able to resolve customer inquiries in a timely manner and escalate issues when necessary., · Product Technical Support Specialist is a member of the product specialist team, which provides technical expertise to the Service delivery teams.

· Respond quickly and effectively to request for assistance from Service team members and supporting service operations.

· Maintain a high level of knowledge on the products, data, and markets supported.

· Take ownership of escalated issues and manage product/service outages.

· Identifying customer needs and help customers use specific features.

· Respond to customer queries in a timely and accurate way, via phone or email.

· Follow and lead proper escalation process for customer related issues as necessary

· Update our internal databases with information about technical issues and useful discussions with customers.

· Follow up with customers to ensure their technical issues are resolved.

· Performs other related duties as assigned., Essential functions of this position include sitting at a desk, using a computer and speaking with customers on the telephone.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

· Ability to work full-time.

· Ability to effectively communicate through Microsoft Outlook and other company platforms.

· Ability to maintain hardware and software competencies.

· Ability to work independently and meet customer deadlines.

· Ability to read, analyze, and interpret documents such as help desk software and remote support tools.

· Excellent problem-solving skills.

· Multi-tasking abilities.

· Ability to communicate effectively with customers.

· Ability to deal with and solve problems involving several variables in different situations.

· Ability to effectively use help desk software.

· Patience when handling tough cases.

· Teller or Banking Experience

Education/Experience:

· High School diploma or general education degree (GED).

· Associates degree or higher preferred.

· Two to four years related IT experience and/or training; or equivalent combination of education and experience.

· Teller/Branch/Banking Experience a plus.

Pulled from the full job description

• Referral program
• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance
• Flexible spending account, * 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off
• Referral program
• Vision insurance