Tier 1 Support Specialist

Plano, TX 75093

Posted: 11/08/2019 Employment Type: Contract To Hire Category: Entry Level Job Number: 53547

Job Description


Tier 1 Support Specialist - Plano, TX

This Specialist works closely with and complements the Implementation Team providing product knowledge, insight, best practices, and conducts client training as required. 
Essential Functions
  • Provide outstanding client service by responding to phone calls, email, and personal requests for technical support in a timely manner
  • Establish, maintain, and increase client satisfaction through professional, courteous, and caring service.
  • Document, track, and monitor problems to ensure a timely resolution using the tools available for those needs.
  • Follow up with clients on issue resolution and product satisfaction
  • Maintain the client support portal and other support mechanisms with up-to-date information.
  • Understand how and when to redirect problems that require more detailed or onsite solutions.
  • Manage all outstanding issues with the assistance of the Product Management Team and the Development Team
  • Contribute to company vision and direction by helping improve technical practices, as well as assisting in choosing key technologies and issues to address in a rapidly growing company.
  • Regular, consistent, punctual attendance is required.
  • Ability to foster, develop and maintain professional and collaborative working relationships. Must be able to get along with others internally and externally on all fronts.
  • Ability to interact effectively and professionally with all levels of management, employees and customers by email, phone and in person
  • Must be personable, positive, and a professional representative of the Company at all times.
Essential Functions Continued
  • Must be able to work 40 hours per week in 8-hour shifts between 6am 10: 00pm, Monday through Saturday. After-hours on-call availability may be necessary outside of these times.
  • Periodically/as-needed review closed tickets for:
    • knowledge gaps
  • QA Testing when required by supervisor.
  • Work with Implementation on tasks (temp libraries, Test orders, Etc.)
  • Must have the ability to accept supervision.
  • Perform other duties as needed and assigned by supervisor.
Knowledge/Skills/Experience Required
  • High school diploma Required
  • Client service and problem-solving skills.  
  • Excellent verbal and written communication skills.
  • Strong attention to detail and organizational skills.
  • Proficient in Microsoft Office Suite.

 
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