Client Technical Support Specialist Jobs

Collaborate with Level 2 engineers and technical account managers to resolve customer escalations.

Minimum of 1-3 years of experience in technical support or customer-facing technical role

CompTIA certifications (A+, Network+, Security+, etc.)

Degree in Computer Science, Information Technology, or related field; or equivalent experience.

Experience working in a call center type of enviorment.

Excellent communication, interpersonal, and problem-solving skills.

Document knowledge in the form of knowledge base technical notes and articles

Technical diploma and knowledge of broadcast systems

Customer service experience in a technical support environment

Excellent trouble shooting and debugging skills

Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills

Strong knowledge of Microsoft Office applications

Credit, funding and transaction limit management and oversight.

Oversee key control processes with respect to billing, risk and management reporting, at client level.

Work closely with the development teams to create and implement suite of quality Management reporting.

Interpret, manipulate and analyze data to produce meaningful dashboards keeping in mind the mission statement of CSS, i.e. improve client experience.

Work with stakeholders to understand their data and how it can best be leveraged to meet client’s requirements.

Knowledgeable of International wires transfers, SWIFT and local clearing systems.

Outstanding troubleshooting and problem solving skills combined with a genuine desire to see the customer succeed

Self-motivation, attention to detail and excellent communication skills

Keep customers front and center in all of our work

Be accountable and deliver on commitments

Be collaborative and work as one team: fostering communications in a learning, coaching, and helpful environment

Provide exceptionally competent phone and email support to our customers, distributors and staff

Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.

Must have the ability to thrive in a start-up environment while applying existing skill sets and training to increase knowledge base.

Prioritize and manage several open issues at one time.

Contribute to create Knowledge Base of known issues and their fixes.

Additional responsibilities and special projects as assigned.

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

Technical certification or training (preferred)

· Create and maintain service bulletins and other knowledgebase articles

· Excellent customer service skills

technical certification or training (preferred)

Technical Support Specialist: 2 years (preferred)

· Provide technical customer support via phone/email/virtual

Exceptional skills in problem solving & time management

Concisely document software, hardware, and network information in a case management system

Prioritize between tasks including inbound calls, existing case management, live chat, email requests

Troubleshoot client hardware and software products over the phone and through remote sessions

Provide an exceptional customer experience during calls, emails, chat, and customer escalations

Continuously learns new skills, technologies & products

Two years or more of Jamf mobile device management experience preferred.

Adhere to ITIL best practices for incident and problem management, advises management of such incidents, and assist with resolution.

Administrator and maintain mobile device management systems.

Experience in coordinating resource requirements.

Coordinate with other support staff and managers to resolve all support issues.

Apple Certified Support Professional certification.

Familiarity with IT service management (ITSM) principles and experience using ticketing systems.

Experience with the Ivanti IT Service Management solution is considered an asset.

Assist with software license management.

Certifications such as CompTIA A+, Microsoft Certified Solutions Associate (MCSA), or similar qualifications is considered an asset.

Provide exceptional technical support and troubleshooting assistance via phone, email, video conference, remote access, or in-person.

Stay up-to-date with the latest technologies and industry trends to enhance technical knowledge and contribute to continuous improvement initiatives.

Work closely under the guidance and direction of our management team to learn Orbis systems and methods;

Self-manage your time and look for ways of improving the functionality of the products while offering suggestions for future development;

Be a resource in the expansion and updating of our knowledge base resources;

Manage communication with institutions to ensure system access and timely updates;

Utilize effective and timely communication skills in interpersonal relationships with customers and Orbis staff;

Professional or co-op experience in software technical support;

Exceptional time management skills, being able to handle a case load and prioritize critical items

Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities

Minimum 3 years’ experience in a technical support environment.

Experience in IT, networking, communications, programming and testing desirable

Extensive experience working in a customer facing role

A strong appreciation for delivering top tier customer experience

Prior experience providing remote technical support and customer service.

Excellent verbal and written communication skills.

Ability to manage time on tickets efficiently.

Excellent problem-solving skills for technical products.

Prior experience maintaining extensive customer records on CRM.

Provide verbal and written technical assistance to customers with service, installation, repair and general product questions.

Performs other assigned comparable duties which are within the scope of knowledge, skills and abilities required by this class specification.

Uses an Incident Management System/ Work Order System.

When assigned to special projects, follows instructions set by the Manager.

Four years’ experience in the technology department of a complex environment supporting a large and varied user base.

Demonstrated evidence of sound interpersonal skills with a positive customer-oriented attitude.

Installs and configures basic desktop applications, desktop images and provides application support.

Excellent written and oral communication skills, problem solving and analytical skills, interpersonal and collaboration skills

General knowledge of IT infrastructure

General knowledge of SQL databases

Monitor and respond to internal and external support inquiries via email, and telephone, and future channels.

Duplicate technical support issues in the lab

Participate in emergency after hours on-call support rotation

May be called on for training creation, input, or delivery as assigned by management.

Manage the level three queue daily and relay the resolutions to the TSS or TSS II

Maintain and increase product knowledge on applicable products/applications via training, documentation, and personal research.

Maintain documents of system requirements and configurations for support only. Identify departmental technical needs and make suggestions.

Test software and hardware applications as they change in the industry and apply the knowledge as needed

Document all customer contacts, issues, and resolutions timely and thoroughly in the CRM (Zendesk, Jira).

1-3 years of relevant experience in a customer focused position involving technical knowledge of a companies' products and services

Proficient in Microsoft Office, web-based applications and Customer Relationship Management systems

Comprehensive benefit plan from day 1

Resolve support issues in a prompt and efficient manner while escalating to the support manager, or technical team members when necessary.

Produce clear, efficient, and timely logs of calls and emails into a client-case tracking system to manage requests and issues

Working knowledge of automotive suspension systems, chassis and steering components*

Maintenance Task Examples: Perform maintenance, change management tasks, remote hands & eyes.

Perform timely technical and management escalations for outstanding client issues.

Inventory Management Task Examples: Update inventory records and customer solution diagrams to ensure accuracy.

Knowledge and/or experience with virtualization software (Microsoft Azure, VMware, etc.)

Post secondary education in computer related studies, or relevant work experience (1-3 years)

Experience working directly with B2B level clients in a mission-critical technical support environment.

Qualifications / Skills / Experience:

Medical and dental benefits once qualified

Excellent written and oral communication skills.

Above average computing and navigational skills

Experience with ticketing systems is an asset

Good knowledge of Microsoft 0365 products (Word, Excel, OneNote and PowerPoint)

Serve as an internal product expert, demonstrating in-depth knowledge of our hardware, mobile and web apps

Create and maintain comprehensive support documentation including videos, knowledge base articles, getting started guides, and manuals

Experience or familiarity with the agriculture industry is highly desirable.

Excellent communication skills, both verbal and written.

Experience in providing outstanding customer support, ideally in a technical environment.

Provide Tier 1 phone and email support