Technical Support Technician

Product Support Specialists play a pivotal role in ensuring customers have a positive experience with the product, from initial implementation through ongoing support and beyond. Their expertise and responsiveness contribute significantly to customer satisfaction and loyalty., Product Support Specialists play a crucial role in ensuring customer satisfaction and product success. Their main functions typically include:

• Customer Assistance: Providing technical assistance and troubleshooting support to customers who encounter issues with the product. This can involve diagnosing problems, guiding users through solutions, and ensuring timely resolution of issues. .
• Product Knowledge: Developing and maintaining deep knowledge of the product or service they support. This includes understanding its features, specifications, functionalities, and potential issues that customers might encounter.
• Documentation and Training: Creating user guides, FAQs, and other documentation to help users understand and use the product effectively. They may also conduct training sessions for customers or internal staff to enhance product knowledge and usage.
• Issue Tracking and Resolution: Using ticketing systems or customer support software to log issues reported by customers, track their status, and ensure they are resolved within agreed-upon timelines. They may collaborate with other teams (like developers or engineers) to escalate and resolve complex issues.
• Feedback Collection: Gathering feedback from customers about their experiences with the product, including suggestions for improvements or new features. They act as a bridge between customers and the product development team, providing valuable insights for product enhancement.
• Quality Assurance: Testing new product releases or updates to identify any issues or bugs before they are deployed to customers. This helps in maintaining product quality and minimizing disruptions for users.
• Customer Advocacy: Acting as the voice of the customer within the organization. They advocate for customer needs and preferences when discussing product enhancements or changes, ensuring that product decisions align with customer expectations.
• Continuous Learning: Staying updated with industry trends, product developments, and new technologies related to the product they support. This ongoing learning helps them provide informed support and anticipate potential customer issues.

Do you have experience in Software issue identification?, Do you have a High school diploma or GED?, * High School Diploma or GED - Required

• Preferred knowledge of CCTV Surveillance including IP-based NVR, Analog-based DVR systems
• Professional certifications related to the product or industry can be advantageous. Examples include CompTIA A+, Microsoft Certified Professional (MCP), or specific software certifications.
• Must be able to lift 25lbs.

· The ability to perform well in fast-paced environments is required, as this is a call center position.

• Technical Skills: Proficiency in troubleshooting technical issues related to software, hardware, or other products is essential. Knowledge of networks, operating systems, and programming languages may also be required depending on the specific product being supported.
• Customer Service Skills: Strong interpersonal and communication skills are crucial for effectively assisting customers and explaining technical solutions in a clear and understandable manner. Patience, empathy, and the ability to handle stressful situations calmly are also important.
• Problem-Solving Abilities: The ability to analyze complex issues, identify root causes, and propose effective solutions is essential. Product Support Specialists often need to think critically and creatively to resolve customer problems efficiently.
• Attention to Detail: Precision in documenting issues, solutions, and maintaining accurate records.
• Multi-tasking is a must - Must be able to toggle easily between internal chats, emails, web tickets, phones, and anything else that may come along without it affecting effectiveness.
• Adaptability: Ability to quickly learn new technologies and products.
• Dependability - A job requires being reliable, responsible, and dependable in fulfilling obligations. Our attendance policy is strictly monitored.
• Stress Tolerance - A job requires accepting criticism and dealing calmly and effectively with high-stress situations.

Pulled from the full job description

• Referral program
• Professional development assistance
• 401(k)
• Health insurance
• Retirement plan
• Paid time off
• Vision insurance, * 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Ability to Commute:

• Tampa, FL 33634 (Required)

Work Location: In person

Pay: $18.00 - $20.00 per hour

Benefits:

• 401(k)
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan