Technical Support Specialist Job Posting

Click here to apply online

Technical Support Specialist work in conjunction with other support staff including Account Managers, Database Technicians, and Developers in order to meet clients’ support needs and exceed their expectations for service. As the face and voice of the company, Technical Support Specialist must be excellent communicators both via phone and email in order to develop strong relationships with clients. This is an excellent starting position with great opportunity for advancement into Account Management or other areas of the company.

Job Duties:

1. Handle incoming calls and email support requests for a pool of accounts (generally works closely with the Accounts of 2-3 other Account Managers)
2. Troubleshoot technical problems and answer general support questions for online database management and registration software
3. Work with Account Managers, Database Technicians, and Development Team to solve problems and satisfy client requests
4. Educate and explain features and functionality to customers via phone and email
5. Continuously evaluate and improve product documentation (including Online Help File and Instructional Videos)
6. Continuously evaluate internal support processes for ways to improve efficiency (such as customer self-help and support automation)
7. Provide feedback to the Development and QA Teams on issues relating to the system (including ideas for new features, improvements, bugs, and fixes)
8. Take on additional special projects as needed
   

Majors
BA or related work experience required. All majors welcome (skills and personal qualities listed above are most important)

Qualifications and Skills:

• Ability to develop professional relationships and provide sales support via phone-based and e-mail-based communication in a professional, polite and articulate manner
• Experience and demonstrated ability to prioritize and multi-task in a deadline driven, high pressure environment
• Technical orientation and ability quickly learn new technology
• Adept in Microsoft Office Suite (Word, Excel) and Outlook
• Basic knowledge of database concepts (not necessary, but a plus)
• Customer Service Experience (not necessary, but a plus)

Personal Qualities:

• Dedicated
• Patient
• Responsible
• Ambitious
• Sense of Humor!

Click here to apply online

Back to Careers at Thriva...