J. J. Keller is looking for a Technical Support Specialist to join their Technology Solutions team to provide high quality support to external and internal clients for cloud-based applications and hardware, assisting clients in the resolution of reported issues, maintaining documentation of all support calls, and providing internal client support as needed.
Requirements
- Experience supporting mobile applications or cloud-based applications a plus.
- Ability to learn and utilize a variety of software applications.
- Experience with smartphone applications.
- Strong technical aptitude and interest.
- Proficient in the use of a PC and able to flow seamlessly between multiple systems and applications.
- Ability to utilize a variety of applications and connected devices.
Responsibilities
- Provides client support for any Technology Solutions products/services via phone, email, chat, etc.
- Provides guidance to customers on the use of software applications and hardware devices.
- Independently analyzes and resolves support issues in line with knowledge level.
- Follows proper troubleshooting steps, asks clarifying questions, and discovers underlying causes of issue.
- Follows escalation procedures to provide a seamless customer experience and allows the team to effectively resolve customer inquiries.
- Tracks all client interactions including contacts, suggestions and resolution to issues in tracking software.
Other
- 1+ year of customer service experience, preferably in a high-volume, service environment.
- Commitment to providing outstanding client service.
- Quality minded and detail oriented.
- Ability to work in a fast-paced environment.
- Strong problem-solving skills.
- Professional communication skills in a variety of channels such as phone, email, chatrooms, etc.
- Empathy and de-escalation skills.
