Technical Support Specialist Jobs

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.

Responsibilities

• Provide prompt and accurate feedback to customers.
• Ask customers targeted questions to quickly understand the root of the problem.
• Prioritize and manage several open issues at one time.
• Work closely with Sectigo’s customer base and sales department.
• Refer to internal database or external resources to provide accurate tech solutions.
• Follow standard procedures for proper escalation of unresolved issues to Shift Lead / Team Lead or to the appropriate internal teams.
• Additional responsibilities and special projects as assigned.
• Ensure all reported issues about the system are properly logged and reported.
• Research, diagnose, troubleshoot, and identify solutions to resolve reported issues; escalate issues to Team Lead and/or Tech Support Level 2 when needed.
• Take ownership of customer issues reported and see problems through to resolution.
• Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
• Follow up with unresponsive customers.
• Contribute to create Knowledge Base of known issues and their fixes.
• Assist various customers through Phone, E-Mail or Chat, until they resolve the reported technical issue.

Qualifications

Education

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

Experience

• 1-2+ years of customer support / help desk experience.

Skills And Abilities

• Must be able to work shift work 24x7 Monday through Sunday, including holiday.
• Excellent interpersonal and organizational skills.
• Superior customer service and phone mannerism is required to handle the support of Sectigo’s customer base.
• Must have the ability to thrive in a start-up environment while applying existing skill sets and training to increase knowledge base.
• Strong communication and organization skills, with attention to detail and must be able to multi-task.
• Excellent verbal and written communication skills.
• Experience working with large accounts.
• Computer literacy skills must include the use of e-mail, databases, and word processing applications.
• Knowledge of Sectigo products and services, including policies and procedures
• Knowledge of corporate environment
• Possess qualities such as integrity, fair mindedness, and a persuasive, congenial personality.