SUPPORT SPECIALIST

Support Specialist
Caliber Public Safety - Remote

 

The Support Specialist is accountable for ensuring continuity of computer system services for computer users by providing the technical expertise, assistance and project coordination necessary to maintain computer software products, modify/repair hardware and resolve technical problems.

What this role will entail:

• Operate as a frontline, primary support liaison between the company and our clients, and effectively respond to inquiries of both a product and technical nature received by telephone or electronically submitted tickets
•  Assess a variety of situations, reviewing software configuration, set-up and software code and identify the correct resolution or escalate according to departmental guidelines
•  Report detailed information within the client tracking system and document processes, routines, and programs by following the defined guidelines and team goals & objectives
•  Regularly review the database of submitted items and proactively follow up with clients to ensure that their enquiries and/or issues have been satisfactorily resolved
•  Work closely with other team members as part of a cohesive group in exchanging knowledge through training sessions and peer to peer interaction
•  Maximize and maintain current knowledge and awareness of applications and related technologies
•  Sound understanding of API and web services technologies and functions
•  Email technology troubleshooting
•  Ability to present Support webinars, both internally to staff as well as to customers via the Web
•  Sound knowledge of engagement delivery and software troubleshooting techniques with a high focus on first call resolution
•  Ability to interpret requirements, and recommend solutions that best address clients' needs
•  Excellent analytical, research and problem solving skills with a strong ability to multi-task and prioritize work effectively
•  Strong ability to multi-task and prioritize work effectively
•  Exceptional attention to detail and the ability to grasp concepts quickly
•  Other duties as assigned by management.

Competencies we are looking for:

Action Oriented
Approachability
Customer Focus
Informing
Listening
Managerial Courage
Patience
Peer Relationships
Technical Learning
Time Management
 

Required Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.   Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 3 + years' experience in Customer Service Role
• Excellent interpersonal, written, and oral communication skills
• Excellent listening skills and the ability to ask probing questions, understand concerns, overcome objectives and resolve problems
• Strong work ethic and self-starter, ability to work independently and as a team player
• Ability to effectively manage multiple priorities and adapt to change within a fast-paced business environment
• Must possess professional and friendly attitude and be able to quickly develop a rapport with clinicians over the phone
• Ability to learn and navigate new software quickly
• Typing skills and computer proficiency