Technical Support Specialist

This is a fully remote position, open to applicants in Alabama, +46 more states.

📋 Description

• Address intricate, time-sensitive, and high-risk customer challenges, including escalations, site downtime, and remote troubleshooting scenarios.

• Assign cases to field service technicians as needed.

• Offer CSC support to internal colleagues for ES 1.1x upgrades and implementations.

• Collaborate with the cross-functional team responsible for ES 1.1x upgrades.

• Ensure compliance with regulatory requirements pertaining to ES 1.1x remediation initiatives.

• Handle inbound calls, callbacks, and escalations within the 1.1x channel.

• Interact with customers via phone and email while documenting clear and concise case notes.

• Detect trends in casework and uphold the quality and integrity of Salesforce data.

• Provide updates on customer progress, solicit feedback, and ensure satisfaction of customer needs.

• Manage and prioritize multiple cases while adhering to process checklists and collaborative procedures.

• Engage in and lead activities aimed at resolving issues using analytical logic and systematic methods.

• Evaluate issue priority with minimal to no guidance.

• Troubleshoot BD products in customer settings utilizing available tools, resources, and team collaboration.

• Complete mandatory training and achieve KPIs and SLAs, including prompt case resolution, closure, precise documentation, and thorough case notes.

• Continuously enhance skills, contribute to team success, and perform any other assigned tasks.

⛳️ Requirements

• Bachelor’s degree in Computer Science/Electronic Technologies or 3+ years of equivalent experience.

• Over 2 years of experience with Microsoft SQL.

• Proficiency in writing queries and analyzing SQL data, including SELECT and JOIN statements within complex database structures.

• Experience or exposure to SSIS (SQL Job).

• Familiarity with SQL Reporting Services.

• Capability to convey technical solutions and recommendations to a non-technical audience.

• Experience with Windows Server 2008+ and Desktop Administration (Win7+).

• Knowledge of networking topology, terminology, and commands.

• Experience in IIS and Web Application Administration.

• Understanding of Group Policies terminology and administration.

• Proficient in Active Directory Administration.

• Familiarity with VMWare terminology and administration.

• Experience installing peripherals like scanners and printers.

• CompTIA A+ or N+ certification preferred.

• Experience in application installation and troubleshooting.

• Understanding of DNS, DHCP, LAN/WAN, Telnet, and networking/OS ports.

• Knowledge of XML language with at least 1 year of experience.

• Ability to review application and OS logs with a minimum of 2 years of experience.

• Wireshark experience with at least 1 year.

• Flexibility in working hours to accommodate the needs of the remediation team/schedule.

• Must comply with assigned work schedules, call schedules, and attendance expectations.

🏝️ Benefits

• Medical, health, and dental insurance.

• 401(k) retirement plan.

• eLearning training, shadowing, and on-the-job training opportunities.

• Comprehensive Total Rewards program.

• Opportunities for rewards and recognition.

• Competitive compensation and benefits packages.

• Remote work from a home office.