Technical Support Specialist

Attributes

IntelliTrack is looking for an energetic customer service professional who enjoys helping people and solving problems. The candidate must be:

  • An excellent listener and diagnostician,
  • Patient,
  • A Self-motivated “detective” or able to seek out information and answers when not readily available,
  • Willing to go above and beyond to satisfy and help customers while following company procedure,
  • Able to explain concepts and technical information to unskilled computer users,
  • Able to apply their own methods of organizing information for their own use and retrieval and to work successfully in an unstructured environment.
  • And able to work with a team

Duties and Responsibilities

The candidate in this position will:

  • Provide technical telephone support for our customers. Focus areas include technical phone support; call logging, documentation of incidents and incident resolution.
  • Provide detailed and comprehensive documentation in a support database.
  • Handle advanced technical support issues
  • Ensure proper escalation of incidents
  • Research, analyze and implement procedures for tracking issues as well as resolution of escalated incidents
  • Support Quality Assurance on product releases
  • Assist  sales team with conference calls and web-based sales demos.
  • Provide training to end users on all products.

Requirements

The candidate must have experience with Microsoft Access and SQL databases, excellent verbal and written communication skills, a college degree and technical customer service experience.

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