Technical Support Specialist Ii

Job Summary

This position will work closely with Sectigo’s customer base and sales department, handling the day-to-day customer issues reported, seeing problems through to resolution. This includes assisting customers technical issues by researching, diagnosing, troubleshooting, and identifying solutions to resolve reported issues. This position is responsible for handling all issues escalated from Tech Support Level 1 employees.

Responsibilities

• Work closely with Sectigo’s customer base and sales department.
• Contribute to create Knowledge Base of known issues and their fixes.
• Assisting various customers through Phone, E-Mail, or Chat, until they resolve the reported technical issue.
• Refer to internal database or external resources to provide accurate tech solutions.
• Ensure all reported issues about the system are properly logged and reported.
• Additional responsibilities and special projects as assigned.
• Prioritize and manage several open issues at one time.
• Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
• Ask customers targeted questions to quickly understand the root of the problem.
• Follow up with unresponsive customers.
• Handle all issues escalated from Technical Support, Level 1 and take ownership of customer issues reported and seeing problems through to resolution.
• Research, diagnose, troubleshoot, and identify solutions to resolve reported issues.
• Provide prompt and accurate feedback to customers.
• Follow standard procedures for proper escalation of unresolved issues to Shift Lead / Team Lead or to the appropriate internal teams.

Qualifications

Education

• High School Diploma: Bachelors or college degree in business and/or technical related field or equivalent experience preferred.

Experience

• Experience working with large accounts.
• 3-5+ years of customer support / help desk experience.

Skills And Abilities

• Knowledge of corporate environment.
• Strong communication and organization skills, with attention to detail and must be able to multi-task.
• Must be able to work shift work Monday through Friday including holidays based on business needs and possible Weekends and after hours.
• Must have the ability to thrive in a start-up environment while applying existing skill sets and training to increase knowledge base.
• Possess qualities such as integrity, fair mindedness, and a persuasive, congenial personality.
• Must be willing to carry the after-hour Support page.
• Excellent interpersonal and organizational skills.
• Superior customer service and phone mannerism is required to handle support of Sectigo’s customer base.
• Computer literacy skills must include the use of e-mail, databases, and word processing applications.
• Excellent verbal and written communication skills.
• Knowledge of Sectigo products and services, including policies and procedures.